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For Companies At a Glance
- Tasks: Manage strategic customer accounts and drive business outcomes using the Assembled Platform.
- Company: Join Assembled, a leading tech company revolutionising customer support with AI.
- 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 career acceleration opportunities.
The predicted salary is between 36000 - 60000 ÂŁ 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’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’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.
- 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!
For United Kingdom Applicants Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.
Customer Success Manager - Strategic Accounts employer: Assembled
Contact Detail:
Assembled Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Strategic Accounts
✨Tip Number 1
Network like a pro! Reach out to current employees at Assembled on LinkedIn or other platforms. 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 collaboration works in customer support. This will not only impress your interviewers but also show that you're genuinely interested in the company and its mission.
✨Tip Number 3
Showcase your relationship-building skills during interviews. Be ready to share examples of how you've successfully managed relationships with senior stakeholders in the past. Remember, this role is all about collaboration, so let your interpersonal skills shine!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. Use this opportunity to reiterate your enthusiasm for the role and mention something specific from the conversation that resonated with you. It keeps you top of mind and shows your commitment.
We think you need these skills to ace Customer Success Manager - Strategic Accounts
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 how you've driven business outcomes in previous roles. We want to see how you can bring value to Assembled!
Showcase Your Relationship-Building Skills: In your application, emphasise your ability to build relationships with various stakeholders, especially C-level execs. Share examples of how you've successfully collaborated across teams to achieve results. This is key for us at Assembled!
Demonstrate Your Grit: We love candidates who don’t give up easily! Share stories that showcase your determination and problem-solving skills in challenging situations. Let us know how you've navigated unstructured environments and pushed through roadblocks.
Be Authentic and Reflect Your Growth Mindset: Don’t be afraid to show your personality! We appreciate candidates who are open to feedback and willing to learn from their experiences. Share how you've embraced challenges and what you've learned along the way. Apply through our website and let’s see what you’ve got!
How to prepare for a job interview at Assembled
✨Know the Platform 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, especially those related to customer success and account management. This will help you speak confidently about how you can drive value for strategic accounts.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've successfully built relationships with C-level executives and other stakeholders in previous roles. Highlight your ability to adapt your communication style to different audiences, as this is crucial for managing multiple executive-level stakeholders effectively.
✨Demonstrate Grit and Determination
Be ready to discuss challenges you've faced in unstructured environments and how you've overcome them. Share specific instances where your tenacity led to successful outcomes, as this aligns with the role's requirement for someone who doesn't give up easily.
✨Think Strategically and Analytically
Prepare to discuss how you've used data to identify trends and insights in customer feedback or market conditions. Show that you can connect these insights to actionable strategies that drive customer retention and expansion, which is key for the Customer Success Manager role.
