CX Learning & Development Manager

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.

• 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.
• 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.
• 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.

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