Customer Success Manager - SMB

Assembled

111d

About The Position

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology. 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 customer support organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative customer support teams in the world, including Salesforce, Doordash, Stripe, Etsy, Notion, and more! The Small & Medium Business (SMB) Customer Success Manager within our Growth Customer Success team is a hybrid role spanning both customer implementation and longer-term customer success. This is a very operational and data-focused role in which you’ll work across our growing SMB portfolio, building our strategy and operational processes around these customers and leveraging data to improve customer conversion, expansion, and retention. You’ll also contribute to building a strong Assembled SMB customer community through your customer-facing work. At Assembled, we believe strongly in the value of customer-led growth, and this role is designed to drive exactly that. This is a high priority team within Assembled with exposure to cross-functional leadership (including the CEO and co-founders) and a large level of responsibility that will help accelerate your career.

Requirements

• 3+ years of experience in customer-facing, operational, and start-up environments
• Ability to develop relationships and collaborate effectively with a wide range of constituents, including C-level execs, support agents, and engineers
• Grit, determination, and tenacity to push through roadblocks within highly unstructured environments
• Ability to juggle competing priorities and drive towards outcomes
• Strategic thinking with the ability to identify key trends and insights from customer conversations and the broader market
• Growth mindset and willingness to try new things and learn from feedback
• Collaborative, humble, and helpful team member
• Willingness to travel for onsite training, business reviews, and executive engagement

Nice To Haves

• Workforce Management Experience or Support Operations

Responsibilities

• Oversee a large portfolio of SMB customers, helping them achieve their goals on Assembled and drive business outcomes cross-portfolio and at scale
• Foster operational rigor within our SMB customer team. Contribute to our SMB-specific operational cadence to ensure we are measuring, reviewing and executing against the right things from the leadership level down to our on-the-ground teams
• Maintain and build our systems with the goal of powering our metrics tracking, operational cadence, and increasing our ability to be proactive and prescriptive in how we engage with customers. Collaborate with product, marketing, and other internal teams to build a holistic view of our customers across internal and external data sources
• Lead strategic initiatives to improve our SMB go-to-market machine such as developing scaleable ways through data to optimize conversion, monitor churn risk, and identify expansion opportunities
• 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
• Execute customer renewals, mitigate churn, and drive product adoption across our SMB portfolio
• Lead customer office hours and build community among Assembled’s growing SMB customers
• Represent the voice of our SMB customers in our product development

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 101-250 employees