Customer Success Manager

Assembled; New York (NY); Hybrid; USD 90.000 - 135.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Comprehensive insurance and 401(k)

Employment sponsorship opportunities

Wellness and development stipends

Remote work credit

Office lunches and snacks

Zusammenfassung

Assembled is building software to solve a universal problem for service organizations. We are seeking a Customer Success Manager to work with a growing customer base, partnering with cross-functional teams to deliver value, retain customers, and unlock growth opportunities.

You will manage relationships post-implementation through renewal, drive ROI, and shape the customer journey while collaborating with product, sales, and solutions teams to improve our offering.

Qualifikationen

• 3+ years of experience in customer-facing, operational, startup environments (preferred)

Aufgaben

• Manage a portfolio of customers and executive-level stakeholders.
• Conduct regular business reviews and end-user trainings.
• Guide post-sales journey from onboarding to renewal and expansion.
• Collaborate with product, solutions, and sales to prioritize feedback and drive outcomes.
• Create advocacy and champion programs to maximize ROI.

Kenntnisse

Executive-level stakeholder management

Cross-functional collaboration

Project management

Customer success strategy

Go-to-market alignment

Travel willingness

Jobbeschreibung

• 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
• 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

Benefits

• Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
• Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
• Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
• Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
• Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
• Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.

You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomesYou 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 productYou 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’sYou 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-starterPreferred: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience is a bonusYou get on the plane: You are willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagementYou don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments. You are comfortable operating independentlyRelationship 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