Customer Success Manager, Assembled

• You enjoy working with customers: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly
• Operational rigor: You appreciate the value of data integrity, streamlined processes, and scalable systems for building a data-driven go-to-market team and you are known for bringing operational excellence to your work
• You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments
• You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date
• 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 nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems
• You can frame options and decisions in ways that help internal and external stakeholders get to outcomes
• You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's
• You're not afraid to try things you've not done before and failing. You thrive on feedback

Desirable

• 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 CEO, 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
• Drive growth, net revenue retention, and 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
• At Assembled, we’d expect you to regularly interact with C-level execs, support agents, and engineers alike