Customer Success Manager - Strategic Accounts at Assembled

San Francisco, California, United States

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$130,000 – $170,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 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
You don’t give up: Grit, determination, and tenacity to push through roadblocks in highly unstructured environments
Track record for getting things done: Juggle competing priorities, drive towards outcomes, and keep everyone up to date
Think strategically while being in the weeds: Identify key trends and insights from customer conversations and the broader market to connect dots on go-to-market and product
Growth mindset: Not afraid to try things

Responsibilities

Account manage a portfolio of our most strategic customers to help them achieve goals on Assembled Platform (WFM and Assist AI) and drive business outcomes with senior stakeholders
Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (product, sales, partnerships, etc.) to drive results
Actively gather and communicate learnings and customer feedback to product and engineering teams; identify top customer challenges and articulate them to shape product improvements
Drive and own retention efforts: identify upsell opportunities, lead renewal negotiations, and own churn mitigation
Lead strategic initiatives to improve Customer team processes (e.g., scalable data-driven ways to identify churn risk and expansion opportunities, design playbooks for retention and product adoption)
Maintain and build systems for metrics tracking, operational cadence, and proactive/prescriptive customer engagement
Work in tandem with Solutions, AI Deployment Strategists, and Technical Support to drive successful customer outcomes and feature adoption across the customer lifecycle

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementStakeholder ManagementROI OptimizationWorkforce ManagementAI PlatformsProject ManagementCustomer JourneyExpansion StrategyVoice of the Customer

Questions & Answers

Common questions about this position

What is the salary range for the Customer Success Manager role?

The salary range is $130K - $170K.

Is this position remote or hybrid?

The position is hybrid.

What key skills are needed for this Customer Success Manager position?

Key skills include account management with strategic customers, project management with cross-functional stakeholders, gathering customer feedback for product teams, driving retention and upsell opportunities, and leading strategic initiatives for customer processes.

What is the team structure and culture like at Assembled?

This is a high priority team with exposure to cross-functional leadership including the CEO and co-founders, offering a large level of responsibility to accelerate your career, and emphasizing customer-led growth.

What makes a strong candidate for this role?

Strong candidates have experience managing strategic accounts with executive stakeholders, driving customer outcomes and ROI, collaborating cross-functionally, and leading initiatives for retention, expansion, and product feedback.

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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