Overview

BenchSci is a remote first organization. At this moment, we are welcoming applicants from Canada, the US and the UK for this position.

BenchSci’s vision is to help scientists bring novel medicine to patients 50% faster by 2025. We empower scientists to run more successful experiments with the world’s most advanced, biomedical artificial intelligence software platform.

Backed by F-Prime, Inovia, Golden Ventures, and Google’s AI fund, Gradient Ventures, we provide an indispensable tool for scientists that accelerates research at 16 top 20 pharmaceutical companies and over 4,300 leading academic centers. We’re a certified Great Place to Work®, and top-ranked company on Glassdoor.

The Manager, Customer Success Management is responsible for leading a team of Customer Success Managers who support BenchSci’s pharmaceutical and biotech clients and will report to the Director, Enterprise Customer Success. You have deep customer management experience and can lead a high-performing team.

You Will:

    • Drive Customer Success outcomes by driving adoption, increasing active usage, and creating BenchSci advocates in the user base to facilitate renewal
    • Be accountable for key performance indicators of customer account health on your team
    • Retain a qualified, high-functioning team, and recruit, hire, and train new team members as we grow
    • Directly manage the team by allocating resources, encouraging professional development, and managing individual and group performance. This includes performing formal employee performance reviews and career growth discussions.
    • Assist with new employee onboarding within the CSM team
    • Intervene on accounts or high-priority initiatives to support the team
    • Identify areas of opportunity to improve BenchSci’s customer experience and impact, and work with the team to test and implement process improvements
    • Help document and maintain team operating procedures and best practices
    • Improve team function by working with cross-functional leaders to streamline process and communication, reduce spin, and improve efficiency
    • Work with leadership to translate corporate objectives into strategic priorities and tactical execution plans for your team
    • Assist in reporting to BenchSci leadership on key account activities
    • Team representation in other internal cross-functional projects

You Have:

    • 3+ years of customer success, account management, program management, or other customer-facing role experience, with at least 1 year of experience being in a SaaS organization
    • 2 years of experience as a people manager
    • Strong people skills and a proven ability to build and maintain strong relationships
    • Outstanding leadership skills and proven track record of developing teams
    • Experience analyzing and optimizing customer-facing processes
    • Experience working in a scale-up or other fast-paced and dynamic environment
    • Strong ability to navigate complex situations and whitespace, and effectively manage competing interests
    • Exceptional communication and presentation skills, with a strong ability to tailor presentations to audiences both in advance and in response to real-time feedback
    • A passion for making a real impact through your work within the life sciences industry
    • Ability to motivate and challenge the team to succeed and be creative in the ways that they engage customers
    • Willingness to travel multiple times per year as needed, with a passport valid for international travel

Benefits and Perks:

An engaging remote-first culture

A competitive compensation package that includes BenchSci equity options

Comprehensive health and dental benefits

Emphasis on mental health with $2500 CAD (or equivalent in your country’s currency) for Psychologist, Social Worker, or Psychotherapist services

Three weeks of vacation plus an additional day for every completed year

Unlimited flex time to use toward sick days, personal days, religious holidays, birthdays and appointments

Additional time-off: 2 weeks for Winter Holidays, every other Friday in July and August, your birthday, and more!

Generous parental leave benefits with a top-up plan or paid time off options

A $2000 CAD (or equivalent in your country’s currency) Annual Learning & Development budget

A $1000 CAD (or equivalent in your country’s currency) work from home allowance to make your home setup perfect for you

A lifestyle spending account for employees to receive reimbursement for eligible expenses related to wellness, lifestyle and productivity $2500 CAD  (or equivalent in your country’s currency) per year

Our Culture:

At BenchSci, we’re committed to cultivating an inspiring, inclusive, and equitable work environment for high performing, ego-free, self-starting individuals with a growth mindset, who enjoy the challenge of solving hard problems. We recognize that everyone here is a person first and an employee second. We want people to feel cared for and supported to bring the best versions of themselves to work and help the company achieve its mission. We believe culture is critical to success and invest accordingly.

We live and promote our FASTT values of Focused, Advancement with Speed, Tenacity, and Transparency. We work hard to maintain an engaging, supportive environment where everyone can do their best work. To learn more, read our culture deck.

Diversity, Equity and Inclusion:

We’re committed to creating an inclusive environment where people from all backgrounds can thrive. We believe that improving diversity, equity and inclusion is our collective responsibility, and this belief guides our DEI journey. To learn more, read about our DEI initiatives.

Accessibility Accommodations:

BenchSci provides accessibility accommodations during the recruitment process. Should you require any accommodation, we will work with you to meet your needs.

BenchSci is a remote first organization. At this moment, we are welcoming applicants from Canada, the US and the UK for this position.

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