Digital Customer Programs Manager

Assembled•San Francisco, CA

1d•$120,000 - $150,000•Onsite

About The Position

Assembled is seeking a Digital Customer Programs Manager to own the Scale tier customer experience. This role is part of the Support organization within the Customer Experience department. The Scale tier is served through structured programs including self-serve resources, community engagement, and light-touch human interaction, rather than an assigned Customer Success Manager (CSM) relationship. The manager will balance customer success instincts with technical support process rigor, with impact measured across the entire tier. This role is ideal for individuals energized by breadth and building scalable solutions in a high-volume, fast-paced environment requiring constant context-switching.

Requirements

2–4 years in a customer-facing role (technical support, customer success, or hybrid).
Experience delivering successful outcomes in a high-volume and fast-paced environment with competing demands.
Comfortable with support tooling, such as Zendesk, Salesforce, Hubspot, or equivalent systems.
Technical literacy: comfortable with SaaS admin environments, able to triage basic product issues, and understand escalation pathways.
Strong communicator – written and verbal.
Ability to hold the line on service tier boundaries without losing the relationship.
Respect for process discipline and understanding its importance for data meaningfulness.
Ability to assess, communicate, and move forward when faced with competing demands.

Nice To Haves

Experience in a role serving a 'Scale' tier customer experience.
Experience managing more accounts than individual attention allows and making that work.
Experience with hard renewal conversations.
Experience operating in high-touch enterprise CS (as a contrast to what this role is not).

Responsibilities

Own or help build the systematic mechanism for tracking health signals across the Scale tier, identifying engaged and drifting accounts, and engaging when signals change.
Proactively manage the renewal motion for the Scale tier, using health data to anticipate and mitigate risk before renewal dates.
Facilitate pre-renewal check-ins for accounts showing growth potential or to address questions on terms, value, legal, or contract details.
Staff scheduled 1:1 "Office Hours" sessions for Scale customers alongside the support team, collaborating with support engineers on product questions, troubleshooting, and relationship or commercial topics.
Log contact drivers from Office Hours to inform knowledge base priorities and product feedback.
Own Assembled's customer community presence across various channels and formats, including digital platforms, webinars, events, forums, and the Assembled Slack community.
Moderate community discussions, respond to questions, surface relevant resources, and identify accounts with high potential or in need of additional support.
Own the survey cadence for the Scale tier: design, send, monitor response rates, synthesize results, and surface themes to leadership.
Partner with cross-functional owners of survey tooling to coordinate timing and ensure results are actioned across the customer experience.
Identify Scale customers whose needs or growth trajectory warrant a commercial conversation and route them appropriately.
Work closely with support engineering across all customer touch points, including filing tickets, triaging issues, owning communication on escalations, and respecting established support workflows.
Contribute to low Scale tier churn, healthy renewal rates, and CSAT and NPS scores at or above industry benchmarks.