Top Customer Success & Experience Jobs in San Francisco, CA

Provides first-line product support to Benchling’s global biotech customers by answering questions, troubleshooting issues, coordinating resolutions with internal teams, maintaining knowledge articles, delivering occasional training, and leading support-process improvement projects. Requires strong scientific understanding, communication, organization, customer empathy, and the ability to learn complex software quickly. The role primarily targets Level 1 support candidates, including recent life sciences graduates, while accommodating more experienced technical applicants.

The Field Enablement Manager will design partner enablement frameworks, create certifications, manage training sessions, and collaborate cross-functionally for effective learning programs related to Benchling's AI platform.

Serve as primary Technical Account Manager post-go-live for enterprise life-science customers, driving adoption, managing Optimization Services Success Packages, delivering sprint-based accelerators, owning account escalation, project plans, and stakeholder relationships across scientists, R&D leaders, and IT.

Own customer-facing communications operations: incident, change/release, and performance streams. Build playbooks, tiering, templates, tooling integrations, dashboards, and post-incident reviews. Coordinate RACI across CX, Product, and Marketing, ensure timely auditable notifications in regulated B2B SaaS environments, and drive continuous improvement.