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 workforce management platform that empowers customer support teams to transform and elevate their operations. With a strong focus on innovation and customer success, we're building software that uniquely solves a universal problem within all service organizations.

Job Title: Customer Success Manager - SMB

We're seeking an experienced Customer Success Manager to join our Growth Customer Success team. As a key member of our team, you'll be responsible for overseeing a large portfolio of Small and Medium Business (SMB) customers, helping them achieve their goals on Assembled and drive business outcomes cross-portfolio and at scale.

Key Responsibilities:
  • Oversee a large portfolio of SMB customers, providing strategic guidance and operational support to ensure their success on Assembled.
  • 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 increase our ability to be proactive and prescriptive in how we engage with customers.
  • Collaborate with product, marketing, and other internal teams to build a holistic view of our customers across internal and external data sources.
  • 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.
  • Represent the voice of our SMB customers in our product development.
About You

We're looking for a highly motivated and experienced Customer Success Manager who is passionate about delivering exceptional customer outcomes. You'll be a strategic thinker with a strong operational focus, able to drive results in a fast-paced environment. If you're a customer-centric leader with a track record of success in a similar role, we'd love to hear from you.

Requirements:
  • 2+ years of experience in customer-facing, highly strategic, operational, and analytical environments.
  • Experience with SQL or similar query language.
  • Strong understanding of customer success principles and practices.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.

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