Top Customer Success & Experience Jobs in San Francisco, CA

Provides first-line product support to global biotech customers through web, chat, and email. Troubleshoots product questions, coordinates issue resolution with internal teams, maintains knowledge articles, delivers occasional customer training, and leads support improvement projects. Requires life sciences education, lab or research experience, customer-focused experience, strong communication, organization, empathy, and autonomy. The role primarily targets Level 1 support and is hybrid with three required in-office days weekly.

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.

The Field Enablement Manager will manage the Docebo LMS, develop onboarding programs, create training content, and align learning strategies with Benchling's knowledge ecosystem.

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.

The Field Enablement Manager will design and manage partner enablement programs, ensuring partners are ready to deliver Benchling solutions effectively. Responsibilities include developing training curricula, certification programs, and tracking enablement KPIs, while collaborating cross-functionally and facilitating training sessions.

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.