We are rebuilding biotech for the AI era. When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done. Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma. We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today. ROLE OVERVIEWBenchling is seeking a Customer Success Leader with a background in Life Sciences and enterprise SaaS. This role is an exciting blend of team management and strategic leadership. You’re a hands-on leader who enjoys working closely with their teams and with their customers to drive significant adoption and customer advocacy. You must be able to think and act strategically as well as get into the details of our customer engagements and our product. You will develop an understanding of Benchling’s solutions, and demonstrate your experience to guide our teams to establish significant adoption strategies, to focus on customer outcome realization, and to build processes that scale. To be successful in this role, you are comfortable with R&D processes and scientific concepts, and be able to speak confidently and build relationships with Scientific and IT leaders at leading Pharma and Biotech organizations. You have experience leading customer-facing teams in a high growth enterprise SaaS environment. And you are a proven leader who can drive a CS business from hiring and staffing, to managing and mentoring your team, to leading through change. RESPONSIBILITIES Lead and Develop the CSM Team - Manage, mentor, and grow a team of CSMs, including hiring as needed. - Foster a collaborative, customer-centric culture that drives measurable outcomes for customers. - Ensure the team is highly enabled on Benchling’s platform and equipped with the scientific domain expertise needed to support customers effectively. - Coach CSMs on designing and delivering Executive Business Reviews that showcase value realization, customer maturity, and Benchling's strategic roadmap Drive Key Metrics and Program Success - Lead the team in achieving adoption targets through strategic guidance and operational excellence. There will be a particular focus on AI adoption, including awareness, activation, and usage monitoring. - Use data to identify risks, opportunities, and trends across the customer portfolio, and develop plans to address them. - Collaborate with cross-functional teams (Sales, Product, Professional Services) to ensure alignment on customer goals. Adapt and Optimize Processes - Implement best practices for tracking metrics, standardizing processes, and ensuring consistent delivery of value to customers. - Partner with CX Operations to identify and eliminate sources of CSM toil, leveraging AI tools, automation, and improved workflows to increase team efficiency and allow CSMs to focus on high-value customer engagement. Carry a Strategic Book of Business - Directly owns a small portfolio of strategic/enterprise accounts as the named CSM, with full responsibility for adoption, value realization, and renewal influence. - Model the customer engagement standard expected of the team (EBRs, multi-threading, adoption planning) using these accounts to stay close to the realities of the role and the product. - Use direct customer exposure to sharpen coaching, identify systemic gaps, and feed credible voice-of-customer back into Product, PS, and Sales. Customer Advocacy and Support - Serve as a senior point of contact for complex or high-priority customer engagements, supporting CSMs in addressing challenging situations. - Champion the voice of the customer within Benchling, providing feedback to internal teams to drive product improvements and innovation. - Guide CSMs in navigating complex customer organizations to build multi-threaded relationships and drive consensus on adoption strategies. QUALIFICATIONS Requirements: - Bachelor’s degree in Life Sciences, Business, or a related field. - 5+ years of experience in Customer Success, Professional Services, or a related field within SaaS. - 2+ years in a management role. - Strong understanding of Life Sciences R&D, process development, or related scientific domains - Proven ability to lead and develop a high-performing team. - Excellent communication skills, able to build relationships across technical and business stakeholders at all levels. - Self-motivated, adaptable, and thrives in a fast-paced, dynamic environment. - Experience leveraging a modern CS tech stack, including CRM (e.g., Salesforce), customer success platforms (e.g., Gainsight), data/analytics tools (e.g., Mode, Sigma), and AI-assisted productivity tools (e.g., Claude). - Ability to travel up to 20% based on team and customer needs. Preferred: - Experience working with or supporting the Benchling platform. - Demonstrated ability to guide teams in managing complex customer relationships and driving measurable success. HOW WE WORKWe 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). #LI-Remote #BI-Remote #LI-TD1 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.

Role Description The Customer Success Lead is a critical frontline leader and subject matter expert responsible for managing complex, urgent, and high-visibility member escalations including executive-level escalations. Reporting directly to the Supervisor, Customer Success, this role operates as a “working lead,” balancing direct member interaction with team support and operational oversight. This role requires strong ownership, sound judgment, and a deep commitment to service recovery excellence. The Lead is accountable for resolving escalations end-to-end, especially those that are sensitive, time-critical, or impactful to senior leadership, while consistently delivering empathetic, compassionate, and human-centered experiences. In close partnership with frontline Specialists, the Lead provides real-time guidance, removes barriers, and ensures high-quality, timely resolution aligned with organizational standards, regulatory requirements, service expectations, and caring connections. Duties/Responsibilities - Escalation Ownership & Service Recovery Excellence - Take full ownership of complex, urgent, and high-visibility member escalations, including executive and market leader cases, ensuring timely and complete resolution. - Lead service recovery efforts with a focus on empathy, active listening, and restoring member trust through meaningful and caring interactions. - Serve as the primary point of contact for sensitive or escalated issues, demonstrating accountability from intake through resolution. - Ensure all escalation responses are accurate, compliant, and aligned with organizational tone and quality expectations. - Partner cross-functionally to remove barriers and drive resolution for escalations that require coordination across departments. - Operational Support Responsibilities - Maintain a “working” role by handling inbound and outbound member interactions in alignment with departmental productivity and service level goals. - Support daily triage and prioritization of escalation cases, ensuring appropriate assignment and timely follow-up. - Monitor active cases to ensure adherence to SLAs, quality standards, and service recovery expectations. - Address complaints and grievances in accordance with Medicare Managed Care requirements and internal procedures. - Frontline Team Support & Enablement - Serve as a subject matter expert and primary resource for Specialists, providing real-time guidance, coaching, and escalation support. - Actively support frontline Specialists in navigating complex cases, reinforcing an ownership mindset and high standards of member care. - Foster a culture of empathy and accountability across the team. - Assist with onboarding, including nesting support, live call monitoring, and guidance to ensure readiness and confidence. - Performance Monitoring & Continuous Improvement - Assist in monitoring individual and team performance across productivity, quality, and service metrics. - Identify trends in escalations and member feedback; provide insights and recommendations to leadership. - Partner with Training and leadership to identify skill gaps and support ongoing development initiatives. - Contribute to process improvement efforts aimed at reducing escalations, efficiencies, and improving the overall member experience. - Collaboration & Communication - Collaborate closely with the Supervisor, Customer Success to ensure alignment of priorities, escalations, and team performance. - Maintain clear, professional, and effective communication with internal stakeholders, including leadership and cross-functional partners. - Support reporting needs related to escalation trends, risks, and service recovery outcomes. - Compliance & Confidentiality - Maintain strict adherence to HIPAA, privacy, and data security standards. - Ensure all member interactions and case documentation meet regulatory and organizational compliance requirements. - Other Responsibilities - Assist with monitoring attendance and schedule adherence. - Encourage a culture of accountability, collaboration, and continuous improvement. - Perform other duties as assigned. - Supports the Supervisor, Customer Success in the day-to-day oversight of team operations. Assists with planning and monitoring work; provides input on performance, as needed. Acts as a role model and leader within the team, particularly in handling escalations and supporting frontline staff. Qualifications - Strong knowledge of Medicare Managed Care plans required. - 3+ years of customer service experience required (healthcare preferred). - Previous Lead or equivalent experience required. - Experience handling complex or executive-level escalations strongly preferred. - Bilingual (English/Spanish) preferred. - High school diploma or GED with relevant work experience required. - Bachelor’s degree in Healthcare Administration, Business, or related field with relevant work experience preferred. Requirements - Working knowledge of Microsoft Excel, PowerPoint, SharePoint, and Power BI. - Experience with Microsoft Teams and case management systems. - Strong communication skills with the ability to bridge people, process, and technology. - Demonstrated ability to handle high-pressure situations with professionalism and sound judgment. - Strong ownership mindset and accountability. - Empathy and emotional intelligence in high-stress interactions. - Conflict resolution and de-escalation expertise. - Critical thinking and problem-solving skills. - Ability to influence and support peers without direct authority. Benefits - Pay Range: $44,790.00 - $67,185.00. - Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

• Lead end-to-end software implementations. You will plan, manage, and execute implementations, migrations, integrations, and system upgrades for Emphasys software platforms within the single-family lending space. • Act as the bridge between clients and technical teams. You will serve as the primary point of contact for implementation stakeholders, guiding clients through implementation phases including data migration, integrations, APIs, configuration, testing, and go-live activities. • Drive technical implementation solutioning. This is not a traditional project management role focused only on coordination and timelines. • Lead communication, training, and stakeholder alignment. You will facilitate implementation meetings, provide proactive status updates, manage expectations, and translate technical concepts into clear, user-friendly language for technical and non-technical audiences. • Strengthen implementation standards and operational readiness. You will contribute to implementation documentation, setup guides, training materials, and process improvements that support scalability, knowledge transfer, operational consistency, and long-term client success.

Role Description As a Technical Success Support, Associate Specialist at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work will directly impact organizations in the social good sector, empowering them to achieve their missions more effectively. You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience. What you'll do: - Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues. - Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed. - Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance. - Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume. - Participate in after-hours support rotations based on product, region, or team requirements. - Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable. - Analyze case trends and categorize incidents to identify root causes and inform product improvements. - Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience. - Stay current on product updates, new features, and industry best practices to provide informed support. - Communicate technical concepts clearly to both technical and non-technical audiences. - Embrace change and contribute to continuous improvement initiatives within the support organization. Qualifications - 1–3 years of experience in a technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment. - Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently. - Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk). - Excellent written and verbal communication skills. - Demonstrated ability to learn new technologies quickly and adapt to evolving environments. - Customer-first mindset with a commitment to delivering exceptional service. - Ability to collaborate across teams and manage multiple priorities in a fast-paced setting. Requirements - Experience with one or more of the following: - Educational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications. - General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA). - Prior experience in a technical support environment, especially supporting educational software, parents, or K–12 schools. - Familiarity with the North American education system. - Experience in Accounting or Finance, or hands-on experience in bookkeeping. - Proven technical troubleshooting experience in a customer-facing role. - Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers. - Understanding of APIs (Application Programming Interfaces) and their role in system integrations. - Experience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols. - Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay. Benefits - We take pride in finding the best talent for our team and utilize a multi-step interviewing process, starting with a recorded video interview. - You can expect to hear from our recruiter soon. - Our Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.