Customer Success Manager

Assembled helps companies scale customer support through software for AI-driven issue resolution, demand forecasting, scheduling, and intraday management. The Customer Success Manager will manage customer relationships, drive value and business outcomes, support renewals and expansions, and collaborate cross-functionally to improve the customer journey, product, and operational processes.

Responsibilities

• 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

Preferred

• Preferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonus
• Preferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonus.
• Operational Experience
• Startup Experience
• Workforce Management
• Customer-Facing Communication

Benefits

• Equity in the form of stock options
• A full range of medical benefits, dependent on the position offered
• A full range of financial benefits, dependent on the position offered

Company

• AI customer support agents and workforce management platform
• San Francisco, California, USA
• https://www.assembled.com/
• Founded in 2018
• 51-200 employees

Qualifications

• 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 are comfortable operating independently
• You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes
• 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 and are a self-starter
• You 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's
• 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: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonus

Required skills

• , Workforce Management

Preferred skills

• Strategic Thinking

Experience

• 3+ years