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Customer Success Manager

1 month ago

San Francisco, California, United States A S S E M B L E D Full time
About Assembled

Assembled is a cutting-edge software company that's revolutionizing customer support teams. Our workforce management platform helps innovative companies like Stripe, Etsy, and Robinhood schedule, forecast, and organize their support teams. With $70m in funding from top investors, we're poised for rapid growth and are seeking a talented Customer Success Manager to join our team.

Job Summary

We're looking for a seasoned Customer Success Manager to lead our Small & Medium Business (SMB) customer success efforts. As a hybrid role, you'll span both customer implementation and longer-term customer success, working across our growing SMB portfolio to build our strategy and operational processes. You'll leverage data to improve customer conversion, expansion, and retention, and contribute to building a strong Assembled SMB customer community.

Key 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, contributing to our SMB-specific operational cadence to ensure we're measuring, reviewing, and executing against the right things
  • Maintain and build our systems to power our metrics tracking, operational cadence, and proactive engagement with customers, collaborating with product, marketing, and other internal teams
  • Lead strategic initiatives to improve our SMB go-to-market machine, developing scalable ways 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
About You
  • You enjoy working with customers, developing relationships, and collaborating effectively with a wide range of constituents
  • Operational rigor is key to your success, with a focus on data integrity, streamlined processes, and scalable systems
  • You're a problem-solver with a track record of getting things done, juggling competing priorities, and driving towards outcomes
  • You can think strategically while being in the weeds, identifying key trends and insights from customer conversations and the broader market
  • You're a great team member, collaborative, humble, and helpful, with a willingness to try new things and learn from feedback
Requirements
  • 2+ years of experience in customer-facing, highly strategic, operational, and analytical environments
  • Experience with SQL or similar query language
What We Offer
  • Estimated base salary range: $80,000 - $110,000 per year
  • Stock options as part of the compensation package
  • Full range of medical, financial, and/or other benefits, dependent on the position offered