Global Program Manager

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 OVERVIEW

Benchling is seeking an experienced customer-facing Global Program Manager (GPM) to oversee the post-sale experience for our largest Enterprise customers. The GPM will partner closely with the Enterprise Account Executive to ensure that customers achieve rapid time to value and see the value in expanding their relationship with Benchling as they transform and modernize their R&D IT. The GPM will coordinate implementation, customer success, and customer support efforts to ensure customers have a seamless experience post-sale.

The GPM must have deep experience in Life Sciences R&D processes and scientific concepts as well as operating in an enterprise SaaS environment and be adept at working with internal and external stakeholders at all levels.

RESPONSIBILITIES

Oversee post-sale activities across implementation, support, customer success, and optimization services for one or more more Enterprise customers

Partner with customer leaders and Benchling account teams to develop implementation, governance, change management, risk management, escalation management, adoption, and success plans that accelerate customer digital transformations

Liaise with customer leaders and be known as a diplomatic, pragmatic partner, who operates with sense of urgency to effect a best in class customer experience

Partner with the Enterprise AE to ensure seamless customer experience and grow the account

Support the development of customer experience sales proposals and other services proposals with account, and/or program subject matter expertise

Coordinate all Professional Services, Customer Success and Support activities to drive customer value, adoption, and advocacy

Partner with Product Management to maintain strategic engagement and alignment of customer needs with product roadmap

You will help shape the long-term strategy and vision for the Enterprise services business

You will inspire your cross-functional account team to accelerate our growth within the world’s largest biopharma companies by delivering exceptional customer experiences

You will be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation

You will mentor, coach, and champion your cross-functional account team as you help them grow their professional skills

You will contribute meaningfully to running a profitable services business that doesn’t sacrifice quality or customer success in doing so

You will be a respected cross-functional partner to our Sales, Solutions, and Product teams, known for fairly advocating for both the customer and for Benchling

QUALIFICATIONS

Must haves:

Passionate about and experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts. Must be able to confidently engage and build trust with scientific, informatics, IT, and Director/VP level audiences in top-20 Biotech and Pharma companies.

You are accountable and able to thrive in a fast-paced environment. You have strong executive presence and succeed in a matrixed environment where you have accountability without authority.

At least 10+ years client facing implementation, program leadership and/or consulting experience, with demonstrated record of successfully running large scale programs, ideally in the Life Sciences or Biotechnology sponsor or software space.

Proven ability to lead large cross-functional post-sale teams to deliver transformational change with superior relationship, project management, organizational, and commercial skills. This includes work across professional services, customer support, customer success, product, marketing, strategy, and sales.