Strategic Customer Success Manager

Assembled helps companies scale great customer support. As consumers, we’ve all been there. You need help, you’re stuck on hold or going in circles with an AI, and your problem still isn’t solved.

Assembled helps companies scale great customer support. As consumers, we’ve all been there. You need help, you’re stuck on hold or going in circles with an AI, and your problem still isn’t solved. Behind great support is a complex operational problem: thousands of people and AI agents working across teams, time zones, and products as new problems emerge. Assembled gives support leaders the tools to manage that complexity, from AI agents that resolve customer issues to software that forecasts demand, builds schedules, and makes intraday adjustments.

More than 400 companies, including Door Dash, Salesforce, Stripe, and Sephora, trust Assembled. We've raised $71M from NEA, Emergence Capital, Stripe, and Basis Set Ventures and have offices in San Francisco, New York, and London.

You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Etsy, Samsara, Brooks, Carta, and Notion. The Customer Success Manager is tasked with working with our growing customer base and working closely with cross-functional partners to deliver clear value, retain and renew customers while unlocking growth and expansion opportunities.

In working with our customer accounts, you’ll manage multiple executive-level stakeholders to consult on best practices and drive business outcomes. You’ll help these customers get maximum value out of Assembled by understanding and achieving their priorities. You will have a big hand in everything we do from refining our post‑sales customer journey to creating an account expansion strategy and serving as the Voice of Customer internally to prioritize customer feedback on our roadmap.

You will manage customer relationships from post‑implementation through renewal, creating advocates and Assembled champions along the way. You are focused on ensuring that customers achieve full ROI and grow our partnership. You will be responsible for regular Business Reviews and end‑user trainings for customers across the globe. You'll use your learnings from talking to customers to help us improve our product, develop go‑to‑market playbooks, and improve our operational processes as we scale.

This is a high‑priority team within Assembled with exposure to cross‑functional leadership and a large level of responsibility that will help accelerate your career.

• Manage a portfolio of customers as you help them achieve their goals on Assembled and drive business outcomes with senior stakeholders
• Project‑manage customer initiatives with internal & external stakeholders, collaborating cross‑functionally (often with product, solutions, sales, etc) to drive results
• Proactively monitor and manage the health of the customers in your portfolio by identifying areas of risk and creating success plans for your book of business
• Drive high‑impact, cross‑functional projects such as customer journey maps, business review strategy, training documentation, etc
• Be hands‑on with the product to ensure customers are fully educated on how to best leverage Assembled to achieve their goals and maximize ROI.
• Drive customer renewals and mitigate churn within your book of business
• Identify and execute on areas of growth and expansion in your portfolio of customers

• Relationship building & managing up:
  You enjoy developing relationships and can collaborate effectively…