Top Customer Success & Experience Jobs in San Francisco, CA

Manage post-sale customer success for Benchling’s life sciences SaaS platform. Analyze usage data, create telemetry and adoption programs, advise customers on Benchling and AI capabilities, lead executive business reviews, coordinate with Sales, Product, and Professional Services, and drive deployment health, value realization, retention, and strategic outcomes.

Leads and develops an Account Management team responsible for SaaS renewals, retention, and expansion across life sciences customers. Coaches strategic renewal planning, risk mitigation, forecasting, negotiations, and upsell execution. Partners with Sales, Customer Success, Finance, Legal, and Deal Desk, while optimizing renewal processes through data, automation, AI tools, and customer feedback. Requires enterprise SaaS experience, life sciences R&D knowledge, commercial leadership, and up to 20% travel.

As a senior Product Support Analyst, you will support customers in using Benchling’s platform, resolve complex issues, and lead enterprise escalations. You will mentor the team, improve support processes, and communicate effectively with various stakeholders while ensuring high-quality outcomes.

Leads customer-facing solution delivery for Benchling’s chemistry offerings, translating product capabilities into scientific workflows and best practices. Partners with Product, Sales, Marketing, Strategy, and CX teams to improve solution quality, enable internal teams, support customer engagements, and drive market adoption.

Own and run customer communications processes for incidents, changes, and releases: build playbooks, templates, intake and tiering systems, tooling integrations, dashboards, and post-incident reviews. Ensure timely, auditable, compliant messaging across CX, Product, and Marketing while driving performance improvements and RACI clarity.