Customer Success Manager - Strategic Accounts

About Assembled

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate.

The Role

In this role, 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 across the Assembled Platform. You’ll help these customers get maximum value out of Assembled by understanding their priorities, helping to maximize ROI and uncovering additional expansion opportunities. You will have a big hand in everything we do from expanding our post-sales customer journey, identifying account expansion strategy, and serving as the Voice of the Customer with product and engineering for our quarterly roadmap process.

Responsibilities

• Account manage a portfolio of our most strategic customers as you help them achieve their goals on Assembled Platform (WFM and Assist AI) 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.
• Actively gather and communicate learnings and customer feedback to product and engineering teams. Identify top customer challenges and articulate them effectively to shape product improvements.
• Drive and own retention efforts to identify upsell opportunities, lead renewal negotiations and own churn mitigation.
• Lead strategic initiatives to improve our Customer team processes including projects such as identifying scalable ways through data to identify churn risk and expansion opportunities and designing the playbooks to increase customer retention and drive product adoption.
• 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.
• Work in tandem with Solutions, AI Deployment Strategists and Technical Support to drive successful customer outcomes and feature adoption of all aspects of the Assembled Platform across the customer lifecycle.

About You

• Relationship building & managing up: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly.
• 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 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 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.

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!