Customer Success Manager

About Assembled

Assembled delivers a unified platform blending human agents and AI to optimize customer support. Renowned companies like Canva, Etsy, and Robinhood utilize Assembled to coordinate their support teams, including in-house staff, BPOs, and AI assistants, through a single system. Featuring AI Agents for end-to-end case resolution, AI Copilot for agent aid, and AI-driven workforce management, Assembled enhances service efficiency and staffing decisions. The company is backed by $71 million in funding from NEA, Emergence Capital, and Stripe, focusing on true collaboration between AI and humans.

Role Overview

This position offers the opportunity to join a pioneering company addressing critical challenges in service organizations. Early partnerships with innovative service teams such as Etsy, Samsara, Brooks, Carta, and Notion highlight its momentum.

The Customer Success Manager will manage a variety of clients, cooperating with cross-functional teams to ensure value delivery, customer retention, renewals, and identifying opportunities for growth. Handling multiple senior stakeholders, the role involves consulting on best practices and driving customer success by aligning with their objectives.

Key Responsibilities

• Oversee a portfolio of customers to assist in achieving their objectives and business outcomes using Assembled.
• Coordinate customer projects by engaging with internal and external teams, including product, solutions, and sales.
• Monitor client health proactively, recognize risks, and develop success plans for your accounts.
• Lead impactful projects such as mapping customer journeys, strategizing business reviews, and generating training materials.
• Utilize the product actively to educate customers on maximizing Assembled’s benefits and return on investment.
• Drive customer renewals, actively reducing churn throughout your portfolio.
• Identify and implement strategies for account growth and expansion.

Candidate Profile

• Strong relationship builder capable of engaging with diverse stakeholders including C-suite executives, support agents, and engineers.
• Possesses grit and persistence to overcome challenges in ambiguous environments, working independently when necessary.
• Proven ability to manage multiple priorities effectively and achieve desired results.
• Strategic thinker with attention to detail, able to extract insights from customer interactions and market trends to influence product and market strategies.
• Growth-oriented mindset comfortable experimenting and learning from setbacks, self-motivated, and receptive to feedback.
• Collaborative and humble team player willing to support colleagues and balance individual responsibilities with team goals.
• Willing and able to travel for on-site training, business reviews, and executive meetings with clients.
• Preferred experience includes over three years in customer-facing roles, operations, or startup environments; experience in workforce management is advantageous.

Additional Information

Assembled embraces diversity and inclusion, encouraging applicants who may not meet every requirement but are passionate about the role and capable of impacting the company positively.

Compliance notes:

• US applicants: Participation in E-Verify to confirm work authorization via Form I-9.
• UK applicants: Mandatory Right to Work verification prior to employment per applicable laws.