Customer Success Manager, Assembled
Growth
$105-130k
+ Equity
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
$105-130k
+ Equity
101-200 employees
Company mission
To elevate customer support through AI-powered software that makes life easier for customers and employees.
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 or Support Operations is a bonus
What the job involves
- 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 Growth Customer Success Manager position 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
- 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
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
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
- Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
- Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
- Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
- Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
- Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(Co-Founder & CEO)Previously, Ryan was a Software Engineer at Stripe for nearly 4 years. Prior to that, he was a Senior Consultant at The Greatest Good.
John Wang
(Co-Founder & CTO)Previously, John co-founded Zinc.io where he served as the Chief Engineer for 4 years. He also worked at a Software Engineer at Stripe, 37signals, and Palantir Technologies.
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