Customer Success Manager, Assembled
Strategic Accounts
$130-170k
+ Stock options
In office Mondays and Thursday
2 days a week in office
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
$130-170k
+ Stock options
In office Mondays and Thursday
2 days a week in office
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- 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
What the job involves
- 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
- 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
Otta's take
Sam Franklin
CEO of Otta
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Insights
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
Founders
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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