Strategic Customer Success Manager

The role

The Customer Success Manager will work with a growing customer base to deliver value, retain and renew customers, and unlock growth opportunities. You will manage executive-level stakeholders to consult on best practices and drive business outcomes using Assembled software.

What you will do

• Manage a portfolio of customers to help them achieve goals and drive business outcomes with senior stakeholders
• Project-manage customer initiatives with internal and external stakeholders
• Monitor and manage customer health by identifying risk and creating success plans
• Drive cross-functional projects such as customer journey maps and training documentation
• Be hands-on with the product to ensure customers maximize ROI
• Drive customer renewals and mitigate churn
• Identify and execute on areas of growth and expansion in the portfolio
• Conduct regular Business Reviews and end-user trainings
• Serve as the Voice of Customer to prioritize feedback on the product roadmap

Required qualifications

• Ability to develop relationships and collaborate with C-level execs, support agents, and engineers
• Grit, determination and tenacity to push through roadblocks in unstructured environments
• Ability to operate independently
• Ability to juggle competing priorities and drive towards outcomes
• Ability to think strategically and identify key trends and insights
• Growth mindset
• Collaborative, humble, and helpful team member
• Willing and able to travel to meet with customers in person

Nice to have

• 3+ years of experience in customer-facing, operational, and start-up environments
• Workforce Management Experience

About the company

Assembled helps companies scale customer support through software that manages complexity, forecasts demand, and builds schedules. More than 400 companies trust Assembled.