Customer Success Manager - SMB

Assembled builds the infrastructure that underpins exceptional customer support, empowering companies like CashApp, Etsy, and Robinhood to deliver faster, better service at scale. With solutions for workforce management, BPO collaboration, and AI-powered issue resolution, Assembled simplifies the complexities of modern support operations by uniting in-house, outsourced, and AI-powered agents in a single operating system. Backed by $70M in funding from NEA, Emergence Capital, and Stripe, and driven by a team of experts passionate about problem-solving, we’re at the forefront of support operations technology.

You’ll be in on the ground floor of a company that’s building software that uniquely solves a universal and acute problem within all customer support organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative customer support teams in the world, including Salesforce, Doordash, Stripe, Etsy, Notion, and more!

The Small & Medium Business (SMB) Customer Success Manager within our Growth Customer Success team is a hybrid role spanning both customer implementation and longer-term customer success. This is a very operational and data-focused role in which you’ll work across our growing SMB portfolio, building our strategy and operational processes around these customers and leveraging data to improve customer conversion, expansion, and retention. You’ll also contribute to building a strong Assembled SMB customer community through your customer-facing work.

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 the CEO and co-founders) and a large level of responsibility that will help accelerate your career.

• Oversee a large portfolio of SMB customers, helping them achieve their goals on Assembled and drive business outcomes cross-portfolio and at scale

• Foster operational rigor within our SMB customer team. Contribute to our SMB-specific operational cadence to ensure we are measuring, reviewing and executing against the right things from the leadership level down to our on-the-ground teams

• 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. Collaborate with product, marketing, and other internal teams to build a holistic view of our customers across internal and external data sources

• Lead strategic initiatives to improve our SMB go-to-market machine such as developing scaleable ways through data to optimize conversion, monitor churn risk, and identify expansion opportunities

• 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

• Execute customer renewals, mitigate churn, and drive product adoption across our SMB portfolio

• Lead customer office hours and build community among Assembled’s growing SMB customers

• Represent the voice of our SMB customers in our product development

• 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’d 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 are comfortable operating independently.

• 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 and are a self-starter.

• You are a great team member: You are collaborative, humble, and helpful. You are available to help your teammates when needed and can 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: 3+ years of experience in customer-facing, operational, and start-up environments. Workforce Management Experience or Support Operations is a bonus.