Strategic Customer Success Manager

• 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

Benefits

• Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
• Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
• Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
• Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
• Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
• Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.

Relationship building & managing up: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At Assembled, we’d expect you to regularly interact with C-level execs, support agents, and engineers alikeYou are a great team member: You are collaborative, humble, and helpful. You are available to help your teammates when needed and can balance your priorities with the overall team’sPreferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonusYou can think strategically while being in the weeds: You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and productYou don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments. You are comfortable operating independentlyYou have a growth mindset: You’re not afraid to try things you’ve not done before and failing. You thrive on feedback and are a self-starterYou get on the plane: You are willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagementYou have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes