Customer Success Manager

Responsibilities

• Manage a portfolio of customers to help them achieve their goals on Assembled and drive business outcomes with senior stakeholders.
• Project-manage customer initiatives with internal and external stakeholders, collaborating cross-functionally (often with product, solutions, sales, etc.) to drive results.
• Proactively monitor and manage the health of customers in your portfolio by identifying areas of risk and creating success plans.
• 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.
• Manage customer relationships from post-implementation through renewal, creating advocates and Assembled champions.
• Conduct regular Business Reviews and end-user trainings for customers across the globe.
• Serve as the Voice of Customer internally to prioritize customer feedback on our roadmap.
• Use customer learnings to improve our product, develop go-to-market playbooks, and improve operational processes.

Requirements

• Relationship building and managing up: enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly (interact with C-level execs, support agents, and engineers).
• Grit, determination, and tenacity to push through roadblocks in highly unstructured environments; comfortable operating independently.
• Track record for getting things done: juggle competing priorities and drive towards outcomes.
• Think strategically while being in the weeds: identify key trends and insights from customer conversations and the broader market to connect the dots on go-to-market and product.
• Growth mindset: not afraid to try new things, thrive on feedback, self-starter.
• Great team member: collaborative, humble, helpful; balance priorities with the team's needs.
• 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 is a bonus.