- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 hours ago
- Work mode
- In office
- Eligibility
- Open to candidates authorized to work in the United States or United Kingdom, subject to applicable right-to-work verification processes including E-Verify (US) and Right to Work checks (UK).
- Resume
- Required to apply
Where you'll work
Job description
About Assembled
Assembled is pioneering the combined use of human agents and AI to deliver superior customer support. Trusted by leading companies like Canva, Etsy, and Robinhood, Assembled provides a unified platform that integrates in-house teams, BPOs, and AI-powered workflows. The platform features AI agents capable of resolving cases end-to-end, AI copilots assisting agents, and intelligent workforce management that balances human and AI resources to enhance service speed, quality, and staffing decisions. Backed by $71 million from NEA, Emergence Capital, and Stripe, Assembled is committed to enabling effective collaboration between humans and AI.
Role Overview
The Customer Success Manager role offers a unique chance to join at an early stage a company addressing a critical universal challenge faced by service teams. You will engage with renowned clients such as Etsy, Samsara, Brooks, Carta, and Notion to help them maximize value from Assembled and foster customer retention and growth.
Key Responsibilities
- Serve as the primary contact managing a portfolio of customers, working alongside executive-level stakeholders to realize their business objectives using Assembled.
- Coordinate strategic initiatives involving both internal teams (product, sales, solutions) and client representatives to ensure project success.
- Continuously assess your customers' health status, proactively identifying risks and developing strategies to secure their success.
- Lead impactful projects like customer journey mapping, business review planning, and training material creation.
- Provide detailed product education enabling customers to fully leverage Assembled’s capabilities and maximize their ROI.
- Manage customer renewal processes and actively work to reduce churn within your portfolio.
- Spot and capitalize on opportunities for account growth and expansion.
Candidate Profile
- Strong at building and nurturing relationships with diverse stakeholders, including executives, support agents, and engineers, tailoring communication accordingly.
- Resilient and persistent when encountering obstacles, capable of operating with autonomy in unstructured environments.
- Demonstrated ability to manage multiple priorities effectively and consistently deliver results.
- Strategic yet detail-oriented thinker, able to derive insights from customer interactions and market trends to guide product and go-to-market strategies.
- Embraces a growth mindset, open to experimentation and learning from failures while actively seeking and applying feedback.
- Collaborative team player who is supportive, humble, and balances team's needs alongside individual priorities.
- Willing and able to travel for onsite training, business reviews, and stakeholder engagement.
- Preferred experience includes over three years in customer-facing roles within startups, with Workforce Management familiarity considered an advantage.
Additional Information
Assembled is committed to diversity and inclusion, encouraging applicants who feel passionate about the role to apply even if they do not meet every qualification. The company verifies right-to-work status for applicants based on their country of residence, including participation in E-Verify for US employees and compliance with UK immigration laws.