Professional Services Lead - EMEA

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.

ROLE OVERVIEW

Benchling is building a world-class Professional Services team to drive implementations for our rapidly expanding customer base. This lead role will manage  Implementation Managers who work with our customers, from small Biotech startups to the largest BioPharmas in the world to develop a deep understanding of their R&D Pro

As Professional Services Lead - EMEA, you'll lead a team of 5+ Implementation Managers based across the region. You'll be responsible for building a high-performing team that delivers exceptional implementations while developing your team members' careers. You'll work closely with our Customer Experience Leader EMEA to scale our implementation practice, refine our methodologies, and ensure our customers achieve their scientific and business goals with Benchling.

RESPONSIBILITIES

• Lead, coach, and develop a team of Implementation Managers across EMEA, fostering a culture of excellence, collaboration, and continuous learning

• Partner with the Customer Experience Leader EMEA to define PS strategy, optimize implementation processes, and scale the team effectively

• Provide hands-on guidance during complex implementations, serving as an escalation point for technical challenges or critical customer situations

• Drive accountability for successful project delivery across your team, ensuring implementations are completed on time, on budget, and with high quality

• Build strong relationships with cross-functional partners in Sales, Customer Success, Product, and Engineering to deliver seamless customer experiences

• Understand EMEA customer needs and scientific workflows, translating insights into actionable recommendations for product improvements and PS best practices

• Represent Benchling's scientific and technical credibility with customers, demonstrating deep understanding of biotech R&D processes

• Track team performance metrics, identify improvement opportunities, and implement changes to increase implementation velocity and customer satisfaction

• Contribute to global PS initiatives, sharing EMEA learnings and collaborating with PS leadership across regions

QUALIFICATIONS

• MS or PhD in Molecular Biology, Biochemistry, Biotechnology, Immunology, Bioinformatics, Biological Engineering, or a related field

• At least 4 years of experience in a lab or R&D setting, ideally in antibody discovery, strain engineering, or process development—you must be able to empathize with scientists and quickly understand complex scientific concepts

• 2+ years in a lead or people manager role, with demonstrated success building and developing high-performing teams

• Software implementation experience, preferably with a SaaS software company

• Strong communication skills—you must be able to quickly and effectively connect with a range of stakeholders, including scientists, IT project leads, and executives

• Self-starter with the ability to thrive in a startup environment where priorities shift and you need to navigate ambiguity

• Curious, creative, and tenacious—you're excited to collaborate with customers and Benchling teammates as a thought partner

• Ability to t