Assembled · 16 hours ago
Customer Success Manager - Strategic Accounts
New York, United States
Full-time
Hybrid
Mid, Senior Level
5+ years expAssembled is a company focused on balancing human agents and AI for customer support, serving clients like Canva and Etsy. The Customer Success Manager for Strategic Accounts will manage key customer relationships, drive business outcomes, and enhance the overall customer experience on the Assembled Platform.
Customer ServiceInformation TechnologySchedulingSoftware
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 scaleable 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
Qualification
Required
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
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'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
Benefits
Generous medical, dental, and vision benefits
Paid company holidays, sick time, and unlimited time off
Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
Paid parental leave
Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
401(k) plan enrollment
Company
Assembled
Assembled is a workforce management platform that helps modern organizations scale customer support teams.
51-200 employees
H1B Sponsorship
Assembled has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (4)
2022 (2)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$70.7MKey Investors
New Enterprise AssociatesEmergence CapitalStripe
2022-05-26Series B· $51M
2021-03-11Series A· $16.6M
2020-03-11Seed· $3.1M
Leadership Team
Ryan Wang
Co-founder/CEO
John Wang
Cofounder and CTO
Recent News
2025-08-27
Talk Business & Politics
2024-05-20
Company data provided by crunchbase