Customer Success Manager

Assembled • San Francisco, CA

16d • $120,000 - $150,000

About The Position

Assembled is seeking a Customer Success Manager to join their team. This role is crucial for working with their growing customer base, collaborating with cross-functional partners to deliver clear value, retain and renew customers, and unlock growth and expansion opportunities. The Customer Success Manager will manage multiple executive-level stakeholders, consult on best practices, and drive business outcomes by helping customers achieve maximum value from Assembled. This role will also contribute to refining the post-sales customer journey, creating account expansion strategies, and serving as the Voice of Customer internally to prioritize feedback on the product roadmap. The position involves managing customer relationships from post-implementation through renewal, fostering customer advocacy, ensuring customers achieve full ROI, and growing partnerships. Responsibilities include conducting regular Business Reviews and end-user trainings for global customers, and using customer insights to improve the product, develop go-to-market playbooks, and enhance operational processes. This is a high-priority team with significant responsibility and exposure to cross-functional leadership, offering accelerated career growth.

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 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed