Customer Experience Communications Operations Manager
BenchlingR&D Platform company
Boston, United StatesManager
Fidelity Investments
Sequoia Capital
Altimeter Capital
Tiger Global Management
Benchmark
Lone Pine Capital
Operations & Strategy
About the role
TL;DR
Owns customer communications operations, incident management, and release messaging for a biotech R&D platform.
- •As the Customer Experience Communications Operations Manager at Benchling, you will own the communications backbone for our customer base, ensuring clear and timely messaging for product updates, incidents, and changes.
- •This role is crucial for maintaining compliance rigor and customer trust in regulated environments.
- •Key Responsibilities Own the incident communications framework, including severity models, playbooks, and templates.
- •Manage a single intake system for all customer communications and a tiering system for message sizing.
- •Build and maintain an approved template library for consistent, on-brand messaging.
- •Own dashboards and reporting for communications performance and trends.
- •Requirements 8+ years in customer communications operations, incident or change management, or a comparable operations role in B2B SaaS.
- •Track record of building tiered, repeatable processes, clear RACIs, and performance dashboards.
- •Comfort operating against contractual notification obligations and in regulated environments.
- •Hands-on experience across a modern customer stack (e.g., Salesforce, Zendesk, Gainsight).
Required skills
Business OperationsSalesforceSQL
Nice-to-have skills
Product Management
Domain expertise
biotechdeveloper-tools
Tech stack
SalesforceSQL