Customer Success Manager - Mid Market

Assembled•New York, NY

About The Position

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. The Role You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Etsy, Samsara, Brooks, Carta, and Notion. The Mid-Market Customer Success Manager is tasked with working with our growing customer base and working closely with cross-functional partners to deliver clear value, retain and renew customers while unlocking growth and expansion opportunities. In working with our Mid-Market customer accounts, you’ll manage multiple executive-level stakeholders to consult on best practices and drive business outcomes. You’ll help these customers get maximum value out of Assembled by understanding and achieving their priorities. You will have a big hand in everything we do from refining our post-sales customer journey to creating an account expansion strategy and serving as the Voice of Customer internally to prioritize customer feedback on our roadmap. You will manage customer relationships from post-implementation through renewal, creating advocates and Assembled champions along the way. You are focused on ensuring that customers achieve full ROI and grow our partnership. You will be responsible for regular Business Reviews and end-user trainings for customers across the globe. You'll use your learnings from talking to customers to help us improve our product, develop go-to-market playbooks, and improve our operational processes as we scale. This is a high-priority team within Assembled with exposure to cross-functional leadership and a large level of responsibility that will help accelerate your career.

Requirements

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.

Nice To Haves

3+ years of experience in customer-facing, operational, and start-up environments.
Workforce Management Experience is a bonus.

Responsibilities

Manage a portfolio of Mid-Market 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

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