Customer Experience Operations Manager

Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market.

Come help us bring modern software to modern science.

ROLE OVERVIEW

As the CX Operations Manager at Benchling, you'll report to the Leader of CX Operations, collaborating with our Professional Services, Support, Account Management, Optimization Services, & Customer Success leaders and teams. Your role is pivotal in enhancing the efficiency and efficacy of our customer experience processes, systems, and tools. Operating at both strategic and hands-on levels, you'll spearhead initiatives spanning pre-sales scoping, implementation, post-live support, customer success, and renewal phases.

Partnering with various Ops teams across Benchling, including Business Technology, Sales, Finance, Product, and Engineering, you'll drive cross-functional processes to align with our company and departmental goals, contributing significantly to execution and optimization.

RESPONSIBILITIES

• Maintain and evolve CX dashboards and metrics visibility: Build and improve dashboards using Mode, Sigma, and other tools that help track team and customer outcomes. Own the production of accurate, timely data for executive reviews and decision-making.
  
  

• Manage and optimize CX tools: Administer, maintain, and improve workflows, automations, data integrity, and vendor relationships across our CX tooling stack (Salesforce, Zendesk, Certinia, Gainsight). Advocate for CX needs across the organization, including working with external vendors and internal Business Technology teams to prioritize CX requirements alongside other departmental initiatives. 
  
  

• Drive AI-powered automation initiatives: Identify high-impact opportunities to automate manual CX workflows using AI tools like Claude, chatbots, and workflow automation. Partner with Engineering and Business Technology teams to scope, prioritize, and implement solutions that integrate with our existing CX stack (Zendesk, Gainsight, Salesforce). Define success metrics and measure impact on deflection rates, resolution time, cost savings, and team productivity.
  
  

• Drive cross-functional improvements: Serve as a cross-departmental problem solver. Understand the context of asks from Product, Sales, and other teams, and generate data to support CX in making informed decisions.
  
  

• Be the first-line connector for complex CX questions: Monitor channels like CX-discuss to identify common or complex CX questions. Answer when possible, route to the right team when not, and track recurring issues to drive systematic improvements.
  
  

• Keep CX updated on key initiatives: Ensure CX teams stay informed about product launches and strategic updates across the company. Create and distribute monthly newsletters highlighting key projects and developments.

QUALIFICATIONS

Must haves

• 5+ years in high-growth SaaS Customer Experience/Operations with direct experience in Customer Success, Professional Services, Support, or Renewals. You understand how these functions operate at scale. You understand how these functions operate at scale and can connect operational metrics to business outcomes (e.g. ARR, retention, etc).
  
  

• Systems and tools expertise: Hands-on experience with tools like CRMs (Salesforce), CS platforms (Gainsight, ChurnZero, Totango), PSA tools (Certinia, FinancialForce), or ticketing systems (Zendesk, Intercom, Freshdesk). You've driven tool adoption and managed vendor relationships.
  
  

• Data and reporting: Expert with Mode, Sigma, or similar BI tools. Strong SQL skills. You build executive-ready dashboards and translate data into actionable insights.
  
  

• AI fluency: Highly proficient with AI tools like Claude to r