Head of Professional Services, EMEA

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

The Head of Professional Services, EMEA is responsible for the growth and excellence of the professional services team in Europe. This individual will oversee an organization responsible for driving successful Benchling deployments, ensuring customer satisfaction, and maximizing the value clients derive from the company’s products. The role combines strategic leadership with hands-on execution to align services with business objectives and client needs.

This role is instrumental in partnering across the entire Customer Experience organization as well as the broader Sales teams to further Benchling’s growth. This role needs to draw on an innovative vision based on best-in-class enterprise software implementation practices, with a focus on results and high standards. This is a demanding yet rewarding role that will allow the right individual to make a significant impact within our growing company and in the life sciences industry.

RESPONSIBILITIES

• Delivery Leadership
• Own end-to-end delivery quality, timeline, and performance across EMEA Professional Services engagements
• Partner globally to set and enforce delivery standards for complex, validated, and regulated environments
• Serve as an escalation point for at-risk engagements, partnering with Customer Success and Support to resolve cross-functional customer issues
• Team & Org Building
• Lead, grow, and retain a distributed team across Europe, with a focus in Zurich and London/Cambridge
• Ensure that the team structure and incentive models hit utilization targets but also long-term relationship investments
• Build a strong bench through hiring, onboarding, and career pathing for implementation consultants and specialists
• Lead and develop managers to excellence
• Partner & Ecosystem Management
• Manage relationships with systems integrator and delivery partners supporting EMEA capacity, including performance oversight and quality accountability
• Determine where partner delivery capacity should be used vs. built in-house, and manage the transition points between the two
• Commercial Ownership
• Own SOW scoping, staffing forecasts, and financial performance for the EMEA PS book of business
• Partner with Sales on deal structuring for new implementations, expansions, and renewals with a services component