Customer Success Manager - Strategic Accounts

Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to schedule, forecast, and organize their support teams. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.

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 Stripe, Robinhood, Etsy, TaskRabbit, and CashApp.

The Strategic Customer Success Manager is tasked with working with our largest customer accounts, and orienting our GTM machine around them to continue to unlock growth at breakneck speeds. You’ll work regularly with our largest, “Strategic” customer accounts, often managing 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 their priorities.

You will have a big hand in everything we do from refining our post-sales customer journey, creating account expansion strategy, and hashing out our product growth roadmap. At the same time, you’ll work regularly with our largest customer accounts, ensuring the strategies developed by you actually land and realize results. The role is expected to be both customer success and building our strategy & operational processes around those core customers. At Assembled, we believe strongly in the value of customer-led growth, and this role is designed to drive exactly that.

This is a high priority team within Assembled with exposure to cross-functional leadership (including CEO, co-founders) and a large level of responsibility that will help accelerate your career.

Responsibilities

• Account manage a portfolio of of our most strategic 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, sales, partnerships, etc) to drive results
• Create our operational cadence to ensure we are measuring, reviewing and executing against the right things from the leadership level down to our on-the-ground teams
• Drive high-impact, cross-functional projects such as our pricing strategy, our product roadmap direction etc.
• Lead strategic initiatives to improve our GTM machine such as identifying scaleable ways through data to identify churn risk and expansion opportunities, developing our customer health score and designing the playbooks to increase customer retention
• Maintain and build our systems with the goal of powering our metrics tracking, operational cadence and increasing our ability to be proactive and prescriptive in how we engage with 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 have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date.
• 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
• You have a nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems. You can frame options and decisions in ways that help internal and external stakeholders get to outcomes.
• You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's. You're not afraid to try things you've not done before and failing. You thrive on feedback
• 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: 5 years of working experience with at least 3 years in customer-facing, highly strategic, operational, and analytical environments e.g. business operations, management consulting or customer success.

The estimated salary range for this role is $130,000-$170,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Our U.S. benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits to spend on each: professional development, general wellness, Assembled customers, commuting and community-support agriculture (CSA)
• Paid parental leave
• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 401(k) plan enrollment