Customer Success Manager

Assembled is the only unified platform that orchestrates human agents and AI in perfect balance. 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. You will manage customer relationships from post-implementation through renewal, creating advocates and Assembled champions along the way. You will be responsible for regular Business Reviews and end-user trainings for customers across the globe.

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

Requirements

Relationship building & managing up: enjoy developing relationships and collaborate effectively with a wide range of constituents, adjusting messaging accordingly; regularly interact with C-level execs, support agents, and engineers; Grit, determination and tenacity to push through roadblocks within highly unstructured environments; comfortable operating independently; Track record for getting things done; able to juggle competing priorities and drive towards outcomes; Ability to think strategically while being in the weeds; identify key trends and insights from customer conversations and the broader market to connect the dots on go-to-market and product; Growth mindset; not afraid to try new things and fail; thrive on feedback; self-starter; Great team member; collaborative, humble, helpful; available to help teammates; balance priorities with the overall team's; Willing and able to travel to meet customers in person for onsite training, business reviews, and executive engagement

Nice to have

3+ years of experience in customer-facing, operational, and start-up environments; Workforce Management Experience