Customer Experience Program Manager

Assembly Software; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision

Disability coverage

Supplemental insurance options

401(k)

Flexible time off

Parental leave

Employee Assistance Program

Job summary

Assembly Software is seeking a Customer Experience Program Manager to sit at the center of Customer Success, Customer Support, and Professional Services, unifying their priorities into a single picture.

You will own the CSAT and NPS program end to end, keep implementation and training logistics on schedule, and maintain the systems that surface the work for Product. This isn’t a people-management role; it’s about building trust and clarity across teams so they move together.

Responsibilities

• Own the CSAT and NPS program end to end.
• Coordinate logistics for implementation and training.
• Maintain visibility systems for Product.

Job description

Right now, when a customer has a problem, three different teams each have their own version of what’s happening and their own list of what Product should fix next. Nobody is lying, they’re just each holding a different piece of the same picture. We need someone who can hold the whole picture.

As Assembly’s Customer Experience Program Manager, you’ll sit at the center of Customer Success, Customer Support, and Professional Services without running any of them. When an escalation needs to move, you’re the one who makes sure it actually does. When Support, Success, and Professional Services each show up to Product with a different list of what matters most, you’re the one who turns three lists into one that Product can actually act on. You’ll run the CSAT and NPS program end to end, keep implementation and training logistics running on schedule, and own the systems that make all of this visible.

This isn’t a role where you manage people to get things done. It’s a role where you build enough trust and clarity across three teams that they move together without needing to be told to. If you’re the kind of person who already can’t stand watching good teams talk past each other, this is built for you.

If this sounds like the seat you’ve been waiting for, we’d love to hear from you.

When you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:

1. I’m tired of the daily commute. Where are you located?

Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that’s your vibe.

2. What makes Assembly Software different?

Our people. We’re a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.

3. What’s the benefits package like?

Competitive and comprehensive. You’ll have access to:

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you’ll be recognized and rewarded for it.

Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.