Customer Experience Program Manager

Assembly Software

32d•Remote

About The Position

Right now, when a customer has a problem, three different teams each have their own version of what's happening and their own list of what Product should fix next. Nobody is lying, they're just each holding a different piece of the same picture. We need someone who can hold the whole picture. As Assembly's Customer Experience Program Manager, you'll sit at the center of Customer Success, Customer Support, and Professional Services without running any of them. When an escalation needs to move, you're the one who makes sure it actually does. When Support, Success, and Professional Services each show up to Product with a different list of what matters most, you're the one who turns three lists into one that Product can actually act on. You'll run the CSAT and NPS program end to end, keep implementation and training logistics running on schedule, and own the systems that make all of this visible. This isn't a role where you manage people to get things done. It's a role where you build enough trust and clarity across three teams that they move together without needing to be told to. If you're the kind of person who already can't stand watching good teams talk past each other, this is built for you. If this sounds like the seat you've been waiting for, we'd love to hear from you.

Requirements

Ability to build trust and clarity across teams.
Dislike of teams talking past each other.

Responsibilities

Sit at the center of Customer Success, Customer Support, and Professional Services.
Ensure escalations move between teams.
Consolidate customer feedback and product requests from multiple teams into a single, actionable list for Product.
Run the CSAT and NPS program end to end.
Keep implementation and training logistics running on schedule.
Own the systems that make customer experience visible.