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For Companies At a Glance
- Tasks: Manage strategic customer accounts and drive business outcomes using the Assembled Platform.
- Company: Join a cutting-edge tech company transforming customer support with AI and human collaboration.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by helping top companies maximise their use of innovative technology.
- Qualifications: 5+ years in customer-facing roles, strong relationship-building skills, and a growth mindset.
- Other info: Dynamic team environment with exposure to leadership and significant career advancement potential.
The predicted salary is between 36000 - 60000 £ per year.
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 will 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 will 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. 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 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. At Assembled, we 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 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!
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.
Customer Success Manager - Strategic Accounts in London employer: Assembled Inc.
Contact Detail:
Assembled Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Strategic Accounts in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Assembled on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by understanding Assembled's platform inside and out. Familiarise yourself with how AI and human agents work together in customer support. This will help you speak confidently about how you can contribute to their mission during your interview.
✨Tip Number 3
Showcase your relationship-building skills! During interviews, share specific examples of how you've successfully managed relationships with senior stakeholders in the past. This is key for a role that involves working with executive-level customers.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email reiterating your excitement about the role and how you can add value to Assembled can leave a lasting impression. It shows you're genuinely interested and proactive.
We think you need these skills to ace Customer Success Manager - Strategic Accounts in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with strategic accounts and relationship management, as this is key for us at Assembled.
Showcase Your Grit: We love candidates who don’t give up easily! Share examples of how you've overcome challenges in previous roles, especially in unstructured environments. This will show us your determination and problem-solving skills.
Demonstrate Strategic Thinking: In your application, illustrate how you can think both strategically and tactically. Mention any experiences where you identified trends or insights that led to successful outcomes, as this aligns with our goals at Assembled.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Assembled Inc.
✨Know the Product Inside Out
Before your interview, make sure you understand Assembled's platform and how it integrates AI with human support. Familiarise yourself with its features, benefits, and how it helps companies like Canva and Etsy. This knowledge will allow you to speak confidently about how you can help customers maximise their ROI.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, you'll be interacting with C-level execs and various stakeholders. Prepare examples of how you've successfully built relationships in previous roles. Highlight your ability to adapt your communication style to different audiences, as this is crucial for managing strategic accounts.
✨Demonstrate Grit and Determination
The role requires someone who doesn't give up easily. Be ready to share stories where you've overcome challenges or roadblocks in unstructured environments. This will show your potential employer that you have the tenacity needed to drive results and manage competing priorities.
✨Emphasise Your Growth Mindset
Talk about times when you've embraced feedback and learned from failures. Assembled values a growth mindset, so sharing your willingness to try new things and adapt will resonate well. Discuss how you've used data to identify trends and insights that have led to successful outcomes in your previous roles.
