Customer Success Manager - Mid Market
Assembled - San Francisco, CA
posted about 13 hours ago
About the position
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. The Mid-Market Customer Success Manager is tasked with working with our growing customer base and working closely with cross-functional partners to deliver clear value, retain and renew customers while unlocking growth and expansion opportunities. In working with our Mid-Market customer accounts, you'll manage 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 and achieving their priorities. You will have a big hand in everything we do from refining our post-sales customer journey to creating an account expansion strategy and serving as the Voice of Customer internally to prioritize customer feedback on our roadmap. You will manage customer relationships from post-implementation through renewal, creating advocates and Assembled champions along the way. You are focused on ensuring that customers achieve full ROI and grow our partnership. You will be responsible for regular Business Reviews and end-user trainings for customers across the globe. You'll use your learnings from talking to customers to help us improve our product, develop go-to-market playbooks, and improve our operational processes as we scale. This is a high-priority team within Assembled with exposure to cross-functional leadership and a large level of responsibility that will help accelerate your career.
Responsibilities
- Manage a portfolio of Mid-Market 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, solutions, sales, etc) to drive results
- Proactively monitor and manage the health of the customers in your portfolio by identifying areas of risk and creating success plans for your book of business
- Drive high-impact, cross-functional projects such as customer journey maps, business review strategy, training documentation, etc
- Be hands-on with the product to ensure customers are fully educated on how to best leverage Assembled to achieve their goals and maximize ROI
- Drive customer renewals and mitigate churn within your book of business
- Identify and execute on areas of growth and expansion in your portfolio of customers
Requirements
- 3+ years of experience in customer-facing, operational, and start-up environments
- Ability to build and manage relationships with a wide range of constituents, including C-level executives, support agents, and engineers
- Demonstrated grit, determination, and tenacity to push through roadblocks in unstructured environments
- Proven track record of managing competing priorities and driving towards outcomes
- Strategic thinking with the ability to identify key trends and insights from customer conversations
- Growth mindset with a willingness to try new things and learn from feedback
- Collaborative, humble, and helpful team member
- Willingness to travel for onsite training, business reviews, and executive engagement
Nice-to-haves
- Workforce Management Experience
Benefits
- Generous medical, dental, and vision benefits
- Paid company holidays, sick time, and unlimited time off
- Monthly credits for 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
