Jobs at Benchling

Leads and develops an Account Management team responsible for renewals, retention, expansion, and net revenue retention across enterprise life sciences SaaS customers. The role oversees renewal forecasting, risk mitigation, customer negotiations, process optimization, cross-functional alignment, and strategic relationships with scientific, IT, procurement, and executive stakeholders. It also drives adoption of AI, automation, CRM, customer success, and analytics tools.

Provides primary on-site technology support for the Boston office and remote teams. Responsibilities include Tier 1 helpdesk support, SaaS administration, IT asset management, device lifecycle management, onboarding, AV and network troubleshooting, SLA monitoring, documentation, and participation in identity, endpoint, security, and technology operations projects. The role also provides occasional EMEA coverage and partners with Workplace, Security, and Engineering teams.

Serve as the primary technical account contact for enterprise life sciences customers after go-live. Manage Success Package delivery, customer relationships, escalations, adoption risks, Benchling tenant configuration, and optimization projects. Develop project plans, coordinate with Customer Success, Professional Services, Support, and Sales, and advise stakeholders ranging from scientists to executives. Maintain product expertise and execute sprint-based accelerators that improve customer workflows and platform usage.

Leads a regional product support team, overseeing staffing, coaching, escalations, incident management, customer communications, and support operations. Partners cross-functionally to improve incident processes, analyze support metrics, maintain product knowledge, and adopt AI tools that improve efficiency. Represents Support in customer-facing settings and helps build scalable enterprise support practices.

The Field Enablement Manager will design partner enablement frameworks, create certifications, manage training sessions, and collaborate cross-functionally for effective learning programs related to Benchling's AI platform.

The Field Enablement Manager will manage the Docebo LMS, design training programs, and ensure high-level performance for customer-facing teams at Benchling.

Designs and oversees cloud integrations, automations, demos, and proof-of-concepts for enterprise biotech customers using Benchling’s developer platform. Partners with customer IT and development teams to understand scientific informatics environments, scope requirements, manage technical risks, and deliver scalable solutions. Collaborates with product, engineering, and implementation teams on roadmaps, rollouts, documentation, and product gaps. Requires strong life sciences or technical expertise, consulting experience, Python and REST API skills, and clear communication.

Build developer-experience tooling and frameworks for efficient development, testing, packaging, and rapid production releases. Lead release tooling design, establish quality feedback loops, improve engineering workflows through qualitative and quantitative feedback, and promote effective engineering practices. Collaborate with product managers, designers, and engineers to enhance developer productivity and satisfaction while contributing to team and process growth.

Provide first-line product support for Benchling users by troubleshooting tickets across web, chat, and email; coordinate with internal teams to resolve issues; document product knowledge; deliver occasional trainings and run internal support projects to improve customer experience.

Own customer-facing communications operations: incident, change/release, and performance streams. Build playbooks, tiering, templates, tooling integrations, dashboards, and post-incident reviews. Coordinate RACI across CX, Product, and Marketing, ensure timely auditable notifications in regulated B2B SaaS environments, and drive continuous improvement.