Customer Success Manager - SMB at Assembled

San Francisco, California, United States

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$105,000 – $130,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer SupportIndustries

Requirements

Relationship building & managing up: Enjoy developing relationships and collaborate effectively with a wide range of constituents (C-level execs, support agents, engineers), adjusting messaging accordingly
Don’t give up: Grit, determination, and tenacity to push through roadblocks in highly unstructured environments; comfortable operating independently
Track record for getting things done: Ability to juggle competing priorities and drive towards outcomes
Think strategically while being in the weeds: Identify key trends and insights from customer conversations

Responsibilities

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 SMB-specific operational cadence to measure, review, and execute from leadership to on-the-ground teams
Maintain and build systems to power metrics tracking, operational cadence, and proactive/prescriptive customer engagement
Collaborate with product, marketing, and other internal teams to build a holistic view of customers across internal and external data sources
Lead strategic initiatives to improve SMB go-to-market, such as scalable data-driven ways to optimize conversion, monitor churn risk, and identify expansion opportunities
Be hands-on with the product to ensure customers are educated on leveraging Assembled for goals and maximum ROI
Execute customer renewals, mitigate churn, and drive product adoption across SMB portfolio
Lead customer office hours and build community among Assembled’s growing SMB customers
Represent the voice of SMB customers in product development

Skills

Customer Success

Account Management

Data Analysis

Customer Retention

Onboarding

SMB Strategy

Implementation

Assembled

Optimizes workforce management for customer support

About Assembled

Assembled optimizes workforce management for customer support teams by providing a platform that enhances the efficiency of service operations. The platform includes features like advanced scheduling, real-time monitoring, and data analytics, which help businesses manage their customer service more effectively. It serves a range of clients, from small businesses to large corporations, by using artificial intelligence and automation to improve team performance. Key features include adherence reports that track agent schedules and real-time performance data to maintain high service uptime. Assembled operates on a subscription-based model, allowing clients to access its tools for a recurring fee, which supports ongoing updates and improvements. The main goal of Assembled is to reduce operational costs, boost agent productivity, and enhance customer satisfaction by ensuring that support teams are optimally staffed and managed.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$68.8MTotal Funding

SERIES_BCompany Stage

Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Competitive compensation and equity package

Insurance coverage

401(k)

CSA Credit

Stipend for use at any Assembled customer

Professional development stipend

Wellness stipend

Risks

Competition from CRM giants like Salesforce may threaten market share.

Rapid AI advancements require continuous innovation, straining resources.

Economic downturns could reduce client spending on workforce management tools.

Differentiation

Assembled offers AI-driven workforce management tailored for customer support teams.

The platform integrates seamlessly with tools like Google Calendar and Slack.

Assembled provides real-time data analytics for optimizing customer support operations.

Upsides

Raised $51M in Series B funding for product development and innovation.

Increased demand for remote work solutions aligns with Assembled's capabilities.

Growing need for omnichannel support enhances Assembled's market relevance.

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