Sr. Manager, Customer Success Operations at Benchling

| Boston, MA | Remote
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Over the coming years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy are dramatically changing how we treat cancer and other major illnesses. Biofuels and biomaterials are transforming the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology are producing sustainable and ethical food. Benchling’s mission is to accelerate the research that propels us towards this reality, and magnify its impact, through modern software.

Every day, scientists around the world use Benchling’s applications, platform, & analytics in their efforts to solve humanity’s most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research. Our customers include pharmaceutical giants, leading biotechs, and the world’s most renowned research institutes.

ROLE OVERVIEW
Benchling is seeking an experienced Senior Customer Success Operations Manager to join our Customer Experience (CX) Operations organization.
You will report to our Head of CX Operations and be responsible for programmatically helping us to improve the effectiveness and efficiency of our Customer Success function, while optimizing our customers’ experience and value from Benchling. You will partner with our Head of CS to define and iterate on our CS objectives, strategy, and workflows and manage a team of CS Operations professionals to implement, enable, and measure success of our CS programs.
WHAT YOU WILL WORK ON
Customer Success Strategy

  • In partnership with the Head of CS, you’ll define Benchling’s Customer Success Service Model strategy, including the ideal customer journey, segmentation, service offerings, and touch model.
  • You’ll translate our CS Strategy into a roadmap that supports our objectives and key results (OKRs) and KPI targets.

Customer Success Program Management

  • You’ll translate our CS Strategy into a set of CS Programs, for example: Tech Touch/Digital-led CS, Customer Health, Success Planning, Risk Management, Renewal Management, and Reference Management.
  • You’ll design, implement, and optimize each CS Program to support our OKRs & KPI targets.

Workflow Solution Design & Implementation

  • You’ll own the administration and roadmap for our CS Tools/Solutions (e.g., CS Platform, Surveys, In-app Engagement Platform).
  • You’ll be be responsible for optimizing CSM workflows to ensure effectiveness, efficiency, and the desired business outcome.
  • You’ll manage the solution design and implementation of workflow using both existing and new toolsets (e.g., CS Platform, In-app Engagement Platform).
  • You’ll partner with Product Operations and Sales Operations to ensure we have the required data and to design solutions that are efficient and effective for other functional teams involved in the workflow.

Data & Analytics

  • You’ll partner with our Head of CS and Finance team to analyze and forecast CS performance and provide the insights and recommendations to improve business performance.
  • You’ll be responsible for generating the reports and dashboards that Customer Success leaders and CSMs need to manage their book of business.

Managing & Developing Operations Talent

  • You’ll hire and manage a team and coach them to develop their operational skills and expertise.


ABOUT YOU

  • 5+ years experience in Enterprise SaaS, with 2+ years in Customer Success Operations and domain expertise in Customer Success including High Touch and Tech Touch models, preferred.
  • 2+ years of direct people management experience leading Ops Managers and/or Associates, with proven ability to delegate and provide clear direction, guidance, and prioritization to direct reports.
  • Direct experience designing workflows in CS Systems and owning/administering CS Systems including Customer Success Platforms (e.g., Catalyst, Gainsight), Survey Tools (e.g., GetFeedback, Survey Monkey), and In-app Engagement tools (e.g., Pendo, Gainsight, WalkMe).
  • Experience implementing workflows that scale; a willingness to “roll up your sleeves” to get work done when workflows are not yet in place; and forward-thinking to solve for future growth and changes in the business.
  • Intellectual curiosity, a passion for defining and solving problems, and a customer-first orientation, a must!
  • Ability to influence decision-making with leadership and executive stakeholders across the organization.
  • Education in a Life Sciences discipline, and/or direct experience working with Life Sciences organizations, a plus.
  • MBA or equivalent experience a plus.

Benchling welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.

LEADERSHIP PRINCIPLES

  • Admit mistakes and shortcomings
  • Deliver results
  • Disagree and commit
  • Obsess over customers
  • Rely on work ethic
  • Show empathy
  • Recruit and develop the best
  • Sweat the details
  • Think and communicate clearly
  • Unite around the mission

PERKS AND BENEFITS

  • Work with a talented yet humble team
  • Competitive compensation & equity package
  • Weekly virtual social events, and annual company retreats
  • 401k, Medical, dental, and vision insurance (US Employees Only)
  • Monthly health & wellness stipend
  • Yearly educational stipend
  • Flexible & Generous Vacation Policy: If you feel you need a break, you can talk directly with your manager to find coverage and support while you are out of the office. Need time off to vote? We've got you covered. 
  • Quarterly company-wide mental health days off
  • Holiday Shut-down: company-wide holiday shut-down between Christmas Eve and New Years
  • Major US and EMEA holidays observed
  • To support remote work conditions during the COVID-19 pandemic, Benchling provides each employee a one-time stipend of $1,000(USD) upon commencing employment, and additional discounted employee purchase plans for home-office equipment.

In following best practices and safety protocols, all Benchling employees are expected to work remotely until we are further advised that it is safe for employees to resume work in their respective office locations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.

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Technology we use

  • Engineering
  • Sales & Marketing
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    • PythonLanguages
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    • FluxLibraries
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An Insider's view of Benchling

What’s the vibe like in the office?

I think that the company culture is at the center of everything we do. Every single person here is willing to put down what they're doing to support to their colleagues whenever needed. That’s what is particularly special about Benchling. People are always ready to give their best effort, and there's no shortage of laughter or camaraderie!

Madeleine

Customer Support Specialist

What does your typical day look like?

The mission driven culture defines our day to day in the "office" (or Zoom meetings/Slack messaging). I've never worked at a company where there's such a permeating sense of optimism. People are generous with their time and knowledge, but still remain humble. Also, Aloha Fridays keep our vibes in check.

Alex

Implementation Manager

How has your career grown since starting at the company?

One of the main reasons I joined Benchling is I knew I would grow along multiple axes. Benchling gives me the opportunity to explore outside of my role as an engineer. In the short time I've been here, I've had the opportunity to contribute to the company blog, help organize the annual hackathon, and manage part of the internship program!

Steven

Software Engineer

What unique initiatives do you have that encourage innovation?

I’m very excited by our COVID-19 initiatives. In an effort to help ramp up testing, we have partnered with universities and private companies to create a turn-key software solution that powers their sample analysis on Benchling. We’ve made it much faster for any lab that plans to spin up COVID-19 tests!

Nishant

Regional Lead, Professional Services

What projects are you most excited about?

As a co-lead of Benchling's People of Color affinity group, I'm most excited about projects and events that teach and celebrate multiple cultures. On Lunar New Year, our group passed out red envelopes. Many employees were familiar with the tradition, but they learned even more about its significance in Asian cultures from the information we shared.

Chanel

University Recruiting Lead

What are Benchling Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Benchling is home to several employee-driven affinity and interest groups that help our employees connect with members and allies of various communities.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
All employees participate in an Interview Training that, amongst other things, raises awareness around the impact of unconscious bias in the evaluation process and strategies to best mitigate this.
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
On top of weekly happy hours & monthly events, Benchlings travel abroad for annual company retreats!
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday. Is that the Dinner Bell, JeffyP hears? That's right. Dinner every night at the office for Benchlings after hours!
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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