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Customer Success Manager - Growth

Assembled

Assembled

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Tuesday, November 1, 2022

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.

Role Summary

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 service organizations. We’re proud of the momentum we’ve achieved with early partners that include many of the most innovative services teams like Stripe, Zoom, Robinhood, Etsy, TaskRabbit, and CashApp.

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

Responsibilities

  • 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
  • Drive growth, net revenue retention, and 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

About You

  • You enjoy working with customers: 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.
  • Operational rigor: You appreciate the value of data integrity, streamlined processes, and scalable systems for building a data-driven go-to-market team and you are known for bringing operational excellence to your work.
  • 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 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're not afraid to try things you've not done before and failing. You thrive on feedback
  • Preferred:
    • 2+ years of experience in customer-facing, highly strategic, operational, and analytical environments e.g. business operations, management consulting, investment banking, private equity, venture capital, or customer success.
    • Experience with SQL or similar query language.

The estimated base salary range for this role is $80,000 - $110,000 per year. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. Stock options are provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

Our U.S. 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, 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