Customer Success Manager, Assembled
Mid Market
$105-130k
Plus Stock Options
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
$105-130k
Plus Stock Options
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- 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
- Preferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonus
What the job involves
- 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
- 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
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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