Customer Success Manager

Customer Success Manager LocationSan Francisco, CA; New York City, NYEmployment TypeFull timeLocation TypeOn-siteDepartmentCustomerCompensation$150K – $180K • Offers Equity • The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.About AssembledGreat customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.The RoleYou’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 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 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.ResponsibilitiesManage a portfolio of customers as you help them achieve their goals on Assembled and drive business outcomes with senior stakeholdersProject-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (often with product, solutions, sales, etc) to drive resultsProactively monitor and manage the health of the customers in your portfolio by identifying areas of risk and creating success plans for your book of businessDrive high-impact, cross-functional projects such as customer journey maps, business review strategy, training documentation, etcBe 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 businessIdentify and execute on areas of growth and expansion in your portfolio of customersAbout YouRelationship building & managing up: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At...