Customer Experience Communications Operations Manager

Benchling
Boston, San Francisco
Workplace: HybridFull timeUSD 130,000 - 165,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Editorial judgment","Process design","Cross-team execution","Communication quality","Data-driven performance monitoring"]

Own the communications backbone for customers in a continuous release, regulated environment. You’ll build and run incident communications (severity model, playbooks, templates), manage change and release intake with audience/channel/timing tiering, and operate communications performance using dashboards, reporting, and post-incident retros. Partner across Product, Engineering, Support, and Marketing to ensure timely, auditable delivery that meets contractual notification obligations.

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FursaFursa
Benchling
Benchling
1 day ago

Customer Experience Communications Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own the communications backbone for customers in a continuous release, regulated environment. You’ll build and run incident communications (severity model, playbooks, templates), manage change and release intake with audience/channel/timing tiering, and operate communications performance using dashboards, reporting, and post-incident retros. Partner across Product, Engineering, Support, and Marketing to ensure timely, auditable delivery that meets contractual notification obligations.
Location: Boston, San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own the incident communications framework (severity model, playbooks, approved templates) for accurate customer comms at any hour.
  • •Maintain coverage, quality, timeliness, and contractual notification windows for external incident communications with auditable delivery.
  • •Run single intake and tiering for all customer comms requests (betas, announcements, releases, breaking changes) to size the right audience, channel mix, and timing.
  • •Build and maintain the approved CX template library to enable consistent on-brand messaging without routing every request through Operations.
  • •Operate comms performance using tooling, dashboards, reporting, retros, and post-incident reviews; drive systemic fixes with Product, Engineering, and Support, including owning RACI across CX, Product, and Marketing.

Pay and Benefits

Salary: USD 130,000 - 165,000 annually
Equity and Bonus:Equity

Key Requirements

  • •8+ years in customer communications operations, incident or change management, or comparable B2B SaaS operations experience at a continuous-release software company.
  • •Experience building tiered, repeatable processes, clear RACIs, and performance dashboards.
  • •Strong record of enabling other teams to execute the standard while maintaining the bar.
  • •Editorial judgment to assess whether drafts about technical changes or incidents are clear, accurate, and appropriately scoped for a scientific audience.
  • •Comfort operating against contractual notification obligations in regulated or validated customer environments.
Experience:B2B SaaSContinuous release
Skills:Editorial judgmentProcess designCross-team executionCommunication qualityData-driven performance monitoring
Tech Stack:SalesforceZendeskGainsightStatus or incident toolBI and reporting toolsEmail automationMarketing automationSQLAI toolsLifecycleEmail orchestrationIn-app messagingStatus page platforms

Company Brief

Benchling
Provides a cloud-based R&D Cloud and laboratory informatics platform that centralizes scientific data, streamlines experiments, and accelerates biotechnology and life-science research and development for biotech, pharma, and academic teams.
Industry: Biotech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2012
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor