Customer Success Manager, Assembled
Mid Market
More information about location
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
More information about location
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 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 service organizations
- We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Etsy, Samsara, Brooks, Carta, and Notion
- 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
- This is a high-priority team within Assembled with exposure to cross-functional leadership and a large level of responsibility that will help accelerate your career
- 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
Salary benchmarks
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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