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Assembled helps companies scale great customer support by providing AI agents and software that forecasts demand, builds schedules, and manages complex support operations across teams, time zones, and products. The company serves 400+ customers including DoorDash, Salesforce, Stripe, and Sephora, and has raised $71M from top-tier investors.
As a Strategic Customer Success Manager, you will manage a portfolio of enterprise customers, working closely with C-level executives and cross-functional teams to ensure they achieve maximum ROI from Assembled's platform. You'll own the complete customer lifecycle from post-implementation through renewal, driving retention, expansion, and advocacy.
Key responsibilities include:
- Managing a portfolio of customers 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
- Driving high-impact projects such as customer journey maps, business review strategy, and training documentation
- Becoming hands-on with the product to ensure customers maximize value and ROI
- Driving renewals and mitigating churn within your book of business
- Identifying and executing growth and expansion opportunities
- Conducting regular business reviews and end-user training for customers globally
- Serving as the Voice of Customer internally, prioritizing feedback on the product roadmap
- Refining post-sales customer journey and creating account expansion strategies
This is a high-priority role with significant exposure to cross-functional leadership and responsibility that will accelerate your career growth.
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 collaborate effectively with C-level executives, support agents, and engineers
- Demonstrated grit, determination, and tenacity to push through roadblocks in unstructured environments
- Track record of getting things done and juggling competing priorities
- Ability to think strategically while managing tactical details; identify trends and insights from customer conversations
- Growth mindset; comfortable trying new things and learning from failure
- Collaborative, humble, and helpful team member
- Willingness and ability to travel for customer onsite training, business reviews, and executive engagement
