Customer Success Manager

Assembled; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

Assembled in San Francisco is seeking a Customer Success Manager to guide post‑sale engagement and drive ROI for a growing base of customers worldwide.

You will manage executive relationships, influence product feedback, and lead initiatives that improve the customer journey, renewals, and expansion. This role requires strong communication, strategic thinking, and willingness to travel for onsite trainings and reviews.

Qualifications

• Experience in customer‑facing roles within startups or tech services.
• Ability to communicate with executives and diverse teams.
• Proven track record of driving customer outcomes and renewals.

Responsibilities

• Manage a portfolio of customers and drive business outcomes with senior stakeholders.
• Lead cross‑functional projects to improve customer journeys and ROI.
• Conduct regular business reviews and end users trainings to maximize adoption.
• Identify growth opportunities and expand accounts.
• Mitigate churn and drive renewals within your book of business.
• Collaborate with product and solutions teams to incorporate customer feedback.

Skills

Relationship building

Executive communication

Cross-functional collaboration

Strategic thinking

Growth mindset

Travel willingness

Project management

Customer-facing experience

Job description

About Assembled

Assembled helps companies scale great customer support. As consumers, we’ve all been there. You need help, you’re stuck on hold or going in circles with an AI, and your problem still isn’t solved.

About Assembled

Assembled helps companies scale great customer support. As consumers, we’ve all been there. You need help, you’re stuck on hold or going in circles with an AI, and your problem still isn’t solved. Behind great support is a complex operational problem: thousands of people and AI agents working across teams, time zones, and products as new problems emerge. Assembled gives support leaders the tools to manage that complexity, from AI agents that resolve customer issues to software that forecasts demand, builds schedules, and makes intraday adjustments. More than 400 companies, including DoorDash, Salesforce, Stripe, and Sephora, trust Assembled. We've raised $71M from NEA, Emergence Capital, Stripe, and Basis Set Ventures and have offices in San Francisco, New York, and London.

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 States Applicants

Assembled participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the United States.

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.