Customer Success Manager

4 weeks ago

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

A S S E M B L E D is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world-including Stripe, Etsy, and Robinhood-to schedule, forecast, and organize their support teams. We've raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You'll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.

The Role

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 A S S E M B L E D 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 A S S E M B L E D 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.

Responsibilities

• Manage a portfolio of Mid-Market customers as you help them achieve their goals on A S S E M B L E D 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 A S S E M B L E D 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

About You

We're looking for someone who is a relationship builder and can collaborate effectively with a wide range of constituents, adjusting their messaging accordingly. At A S S E M B L E D, we'd expect you to regularly interact with C-level execs, support agents, and engineers alike. You should have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments. You are comfortable operating independently. 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.

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