# Global Program Manager

**Company:** [Benchling](https://hotfix.jobs/companies/benchling)
**Location:** Boston, MA, San Francisco, CA
**Role:** Technical Program Management
**Salary:** $152k – $242k/yr
**Experience:** 10+ years
**Skills:** Program Management, Project Management, Enterprise Saas, Change Management, Risk Management, Customer Success, Professional Services, Life Sciences R&D, Stakeholder Management, Sow Development
**Posted:** 2026-05-20

> Experienced customer-facing Global Program Manager to oversee post-sale experience for largest Enterprise biotech customers, coordinating implementation, success, and support to drive adoption and growth. Requires 10+ years in client-facing program leadership with deep Life Sciences R&D expertise.

## Job Description

## Responsibilities
- Oversee post-sale activities across implementation, support, customer success, and optimization services for one or 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
- Help shape the long-term strategy and vision for the Enterprise services business
- Inspire cross-functional account team to accelerate growth within the world’s largest biopharma companies by delivering exceptional customer experiences
- Be seen as a trusted advisor who has the customer’s best interests in mind, even when it means having a hard conversation
- Mentor, coach, and champion cross-functional account team as you help them grow their professional skills
- Contribute meaningfully to running a profitable services business that doesn’t sacrifice quality or customer success
- Be a respected cross-functional partner to Sales, Solutions, and Product teams, known for fairly advocating for both the customer and for Benchling

## Requirements
- Passionate about and experience working with Life Sciences companies with an understanding of R&D processes and scientific concepts; able to confidently engage and build trust with scientific, informatics, IT, and Director/VP level audiences in top-20 Biotech and Pharma companies
- Accountable and able to thrive in a fast-paced environment; 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 across professional services, customer support, customer success, product, marketing, strategy, and sales
- Experienced in program and project management for multi-workstream enterprise SaaS deployments including scope management, budget control, project and executive reporting, and project financials
- Experience in services commercials including SOWs, budgeting, resourcing, and change orders
- Excellent interpersonal skills in verbal, written and presentation formats and experience presenting to the C-suite
- Ability to work at customer site, or in the Boston office based on customer and project needs

## Nice-to-Haves
- GxP experience including software validation (CSV) at a life sciences or biotech company and/or vertical SaaS software company

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