Customer Success Manager

Assembled; Greater London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

Assembled is looking for a Customer Success Manager in Greater London to enhance customer relationships and drive business outcomes. You will manage key customer accounts, consult with stakeholders, and ensure our clients maximize value from Assembled's platform.

The ideal candidate has experience in customer-facing roles, strong relationship-building skills, and a strategic mindset. This high-priority position involves collaborating across teams and may require travel for onsite customer engagements.

Qualifications

• Experience in customer-facing and operational environments.
• Ability to manage multiple stakeholders effectively.
• Willingness to travel for onsite engagements.

Responsibilities

• Manage a portfolio of customers to drive business outcomes.
• Collaborate with internal and external stakeholders on initiatives.
• Proactively monitor customer health and create success plans.
• Drive projects related to customer journeys and business reviews.
• Educate customers on leveraging Assembled for ROI.
• Mitigate churn and drive customer renewals.
• Identify growth opportunities in customer portfolios.

Skills

Relationship building

Project management

Strategic thinking

Customer engagement

Self-starter

Adaptability

Job description

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

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 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 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 Assembled 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 Assembled 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.

This is a high-priority team within Assembled with exposure to cross-functional leadership and a large level of responsibility that will help accelerate your career.

Responsibilities

• Manage a portfolio of customers as you help them achieve their goals on Assembled 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 Assembled 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

• Relationship building & managing up: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At Assembled, we’d expect you to regularly interact with C-level execs, support agents, and engineers alike.
• You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments. You are comfortable operating independently.
• You have a track record for getting things done: 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.
• Preferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonus.

We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you!

For United Kingdom Applicants:

Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.