CX Learning & Development Manager

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.

We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.

ROLE OVERVIEW

Benchling is looking for a Learning & Development Manager to own how our CX teams, customers, and partners learn Benchling. You’ll build the self-serve courses and learning paths that reach all three, and manage the learning platform that delivers them. When it works, scientists spend their time on science, partners deliver with confidence, and the same questions stop landing in support queues. This role is for someone who is motivated by helping users succeed with a great self-serve experience.

RESPONSIBILITIES

• Author courses and assessments focused on use and administration of the Benchling platform and features.

• Design and maintain the LMS content architecture across our three personas (internal, customer, partners): learning plans, course libraries, learner UX.

• Leverage learner feedback, SME input, and our product roadmap to decide what to improve, retire, or build next for each audience.

• Develop scalable onboarding and continuous learning programs for CX roles including Professional Services, Customer Success, and Support, partnering with subject matter experts across CX to turn complex product and process knowledge into engaging content.

• Deliver learning content to people where they work, including in-app guidance and help docs.

• Own our learning platform (Docebo today) like a product, focused on creating a high-quality experience for all users. Set the improvement roadmap and handle day-to-day administration.

• Use AI to shorten the path from idea to published course.

• Increase program effectiveness, completion, and engagement. Connect learning to product adoption and customer retention.

• Refine and execute on governance processes for eLearning content lifecycle management: creation, review cadences, version control, and deprecation.

• Collaborate with Benchling colleagues across the Knowledge & Digital Experience program to align LMS content strategy with Benchling’s broader knowledge ecosystem.

QUALIFICATIONS

• 3+ years of experience in learning & development, instructional design, or enablement within a B2B SaaS company, vertical or Life Science SaaS preferred.

• Demonstrated content development skills and a track record of designing and building end-to-end curriculum, including learning paths and assessments, not just maintaining content. Can author or direct clear, engaging enablement materials without always having deep domain expertise.

• Experience working with engineering and product teams, and developing learning content focused on the use and administration of software products.

• Experience with eLearning authoring tools (e.g., Articulate Rise 360, or similar) and assessment tools (e.g. Skillable, Questionmark, or similar).

• Hands-on experience using AI tools in content production, with a clear view of where they help and where they fall short.

• Experience building learning metrics and using data to improve program effectiveness.

• Experience administering an LMS or learning platform, or a willingness to learn and a demonstrated ability to pick up and administer new software platforms. Docebo a plus.

• Proven project management skills; can own a program from scoping through launch and iteration.

• Able to lead occasional live sessions for external audiences, such as customer webinars or workshops.

Nice to Have:

• A degree in a life science field (e.g., molecular biology, biochemistry, genetics), or equivalent experience enabling teams serving scientific industries or creating content for expert audiences such as scientists, engineers, or clinicians, is a significant plus.

• Familiarity with KCS methodology or knowledge management best practices, a plus.

HOW WE WORK

We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).

#LI-Hybrid

#BI-Hybrid

Benchling welcomes everyone.

We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.

We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.