Customer Success Manager - Strategic Accounts

About Assembled

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

The Role

In this role, you’ll work regularly with our largest, “Strategic” customer accounts, often managing multiple, executive-level stakeholders, to consult on best practices and drive business outcomes across the Assembled Platform. You’ll help these customers get maximum value out of Assembled by understanding their priorities, helping to maximize ROI and uncovering additional expansion opportunities.

You will have a big hand in everything we do from expanding our post-sales customer journey, identifying account expansion strategy, and serving as the Voice of the Customer with product and engineering for our quarterly roadmap process. At Assembled, we believe strongly in the value of customer-led growth, and this role is designed to drive exactly that.

This is a high priority team within Assembled with exposure to cross-functional leadership (including CEO, co-founders) and a large level of responsibility that will help accelerate your career.

Responsibilities

• Account manage a portfolio of our most strategic customers as you help them achieve their goals on Assembled Platform (WFM and Assist AI) and drive business outcomes with senior stakeholders

• Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (often with product, sales, partnerships, etc) to drive results

• Actively gather and communicate learnings and customer feedback to product and engineering teams. Identify top customer challenges and articulate them effectively to shape product improvements.

• Drive and own retention efforts to identify upsell opportunities, lead renewal negotiations and own churn mitigation

• Lead strategic initiatives to improve our Customer team processes including projects such as identifying scaleable ways through data to identify churn risk and expansion opportunities and designing the playbooks to increase customer retention and drive product adoption

• Maintain and build our systems with the goal of powering our metrics tracking, operational cadence and increasing our ability to be proactive and prescriptive in how we engage with customers

• Work in tandem with Solutions, AI Deployment Strategists and Technical Support to drive successful customer outcomes and feature adoption of all aspects of the Assembled Platform across the customer lifecycle.

About You

• 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 alike.

• You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments

• You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date.

• You 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 product.

• You have a growth mindset: You're not afraid to try things you've not done before and failing. You thrive on feedback

• You have a nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems. You can frame options and decisions in ways that help internal and external stakeholders get to outcomes.

• You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's. You're not afraid to try things you've not done before and failing. You thrive on feedback

• You get on the plane : You are willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagement.

• Preferred : 5+ years of working experience with at least 3 years in customer-facing, highly strategic, operational, and analytical environments e.g. business operations, management consulting or customer success.

Our U.S. benefits

• Generous medical, dental, and vision benefits

• Paid company holidays, sick time, and unlimited time off

• Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting

• Paid parental leave

• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices

• 401(k) plan enrollment