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Customer Experience Operations Manager

Boston, MA

Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market. 

Come help us bring modern software to modern science.

ROLE OVERVIEW

As the CX Operations Manager at Benchling, you'll report to the Leader of CX Operations, collaborating with our Professional Services, Support, Account Management, Optimization Services, & Customer Success leaders and teams. Your role is pivotal in enhancing the efficiency and efficacy of our customer experience processes, systems, and tools. Operating at both strategic and hands-on levels, you'll spearhead initiatives spanning pre-sales scoping, implementation, post-live support, customer success, and renewal phases.

Partnering with various Ops teams across Benchling, including Business Technology, Sales, Finance, Product, and Engineering, you'll drive cross-functional processes to align with our company and departmental goals, contributing significantly to execution and optimization.

RESPONSIBILITIES

  • Maintain and evolve CX dashboards and metrics visibility: Build and improve dashboards using Mode, Sigma, and other tools that help track team and customer outcomes. Own the production of accurate, timely data for executive reviews and decision-making.

  • Manage and optimize CX tools: Administer, maintain, and improve workflows, automations, data integrity, and vendor relationships across our CX tooling stack (Salesforce, Zendesk, Certinia, Gainsight). Advocate for CX needs across the organization, including working with external vendors and internal Business Technology teams to prioritize CX requirements alongside other departmental initiatives. 

  • Drive AI-powered automation initiatives: Identify high-impact opportunities to automate manual CX workflows using AI tools like Claude, chatbots, and workflow automation. Partner with Engineering and Business Technology teams to scope, prioritize, and implement solutions that integrate with our existing CX stack (Zendesk, Gainsight, Salesforce). Define success metrics and measure impact on deflection rates, resolution time, cost savings, and team productivity.

  • Drive cross-functional improvements: Serve as a cross-departmental problem solver. Understand the context of asks from Product, Sales, and other teams, and generate data to support CX in making informed decisions.

  • Be the first-line connector for complex CX questions: Monitor channels like CX-discuss to identify common or complex CX questions. Answer when possible, route to the right team when not, and track recurring issues to drive systematic improvements.

  • Keep CX updated on key initiatives: Ensure CX teams stay informed about product launches and strategic updates across the company. Create and distribute monthly newsletters highlighting key projects and developments.

QUALIFICATIONS

Must haves

  • 5+ years in high-growth SaaS Customer Experience/Operations with direct experience in Customer Success, Professional Services, Support, or Renewals. You understand how these functions operate at scale. You understand how these functions operate at scale and can connect operational metrics to business outcomes (e.g. ARR, retention, etc).

  • Systems and tools expertise: Hands-on experience with tools like CRMs (Salesforce), CS platforms (Gainsight, ChurnZero, Totango), PSA tools (Certinia, FinancialForce), or ticketing systems (Zendesk, Intercom, Freshdesk). You've driven tool adoption and managed vendor relationships.

  • Data and reporting: Expert with Mode, Sigma, or similar BI tools. Strong SQL skills. You build executive-ready dashboards and translate data into actionable insights.

  • AI fluency: Highly proficient with AI tools like Claude to rapidly prototype solutions and automate workflows. Comfortable with AI features in existing tools (Zendesk AI, Salesforce Einstein). You test ideas quickly and iterate based on feedback.

  • Cross-functional execution: You deliver complex projects across multiple teams, scope requirements clearly, and drive alignment without direct authority. Strong communication skills with technical and business stakeholders.

  • Technical fluency: You understand system integrations and work productively with Engineering and Business Technology teams. You write clear requirements and evaluate technical solutions (no coding required).

  • Scalability mindset: You build processes that work at 2x scale while staying pragmatic about today's needs. You prototype fast, ship things, and iterate.

Nice to haves

  • Familiarity with Benchling's product

  • Previous experience as an Implementation Consultant, CSM, Account Manager/Renewals, or startup founder

  • Biotech, life sciences, or regulated industry experience

  • Revenue Operations or Sales Operations background

HOW WE WORK

We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).

SALARY RANGE

Benchling takes a market-based approach to pay.  The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is $129,500 to $155,400. 

To help you determine which zone applies to your location, please see this resource. If you have questions regarding a specific location's zone designation, please contact a recruiter for additional information.

Total Compensation includes the following:

  • Competitive salary and equity
  • Broad range of medical, dental, and vision plans for employees and their dependents
  • Fertility healthcare and family-forming benefits
  • Four months of fully paid parental leave
  • 401(k) + Employer Match
  • Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
  • Mental health benefits, including therapy and coaching, for employees and their dependents
  • Monthly Wellness stipend
  • Learning and development stipend
  • Generous and flexible vacation
  • Company-wide Winter holiday shutdown
  • Sabbaticals for 5-year and 10-year anniversaries

#LI-Hybrid
#BI-Hybrid
#DNP

Benchling welcomes everyone. 

We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. 

We are an equal opportunity employer. That means we don’t 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.

 

Please be aware that Benchling will never request personal information, payment, or sensitive details outside of Greenhouse or via email. All official communications will come from an @benchling.com email address or from an approved vendor alias. If you are contacted by someone claiming to represent Benchling and are unsure of their legitimacy, please reach out to us at recruiting-fraud-alert@benchling.com to verify the communication.

 

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