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Assembled is a customer support operations platform trusted by 400+ companies including DoorDash, Salesforce, Stripe, and Sephora. The company has raised $71M and operates offices in San Francisco, New York, and London. Assembled provides AI agents and software for forecasting demand, building schedules, and managing complex support operations across teams and time zones.
As a Customer Success Manager, you will manage a portfolio of customer accounts, working closely with executive-level stakeholders to ensure they achieve maximum ROI from Assembled. You'll be responsible for the full customer lifecycle from post-implementation through renewal, driving retention, expansion, and advocacy.
Key responsibilities include:
- Managing a customer portfolio and driving business outcomes with senior stakeholders
- Project-managing customer initiatives and collaborating cross-functionally with product, solutions, and sales teams
- Proactively monitoring customer health, identifying risks, and creating success plans
- Conducting business reviews and end-user training for customers globally
- Serving as the Voice of Customer internally, prioritizing feedback for product roadmap decisions
- Driving renewals and mitigating churn
- Identifying and executing growth and expansion opportunities within your book of business
- Contributing to post-sales customer journey refinement and go-to-market playbook development
You'll have significant exposure to cross-functional leadership and high visibility within the organization. This role offers the opportunity to shape how Assembled scales its customer success operations.
REQUIREMENTS:
- 3+ years of experience in customer-facing, operational, and start-up environments (preferred)
- Workforce Management experience is a bonus
- Strong relationship-building and stakeholder management skills; ability to interact effectively with C-level executives, support agents, and engineers
- Demonstrated ability to operate independently and push through roadblocks in unstructured environments
- Track record of juggling competing priorities and driving toward outcomes
- Ability to think strategically while managing tactical details; capacity to identify trends and insights from customer conversations
- Growth mindset and comfort with trying new approaches and learning from feedback
- Collaborative, humble, and helpful team orientation
- Willingness and ability to travel for customer onsite training, business reviews, and executive engagement
