Customer Success Associate

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.

The Customer Success Associate role within our Strategic Customer Success team is a hybrid role spanning both customer implementation and longer-term customer success. This is a very detail oriented, operations-focused role working with our largest, most Strategic “Frontier” customers. You’ll partner closely with an Implementation Manager and Strategic Customer Success Manager to streamline our implementation process, improve customer conversion, satisfaction, expansion, and retention.

At Assembled, we believe strongly in the value of being the best partner to our customers. 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.

• Partner with an Implementation Manager during the Implementation process with our largest “Frontier” customers to:

  • Coordinate schedules, meetings, and stakeholder attendance

  • Prepare and maintain project plans

  • Prepare reporting and analysis on early usage and adoption

  • Track and prioritize product feedback

  • Manage and nurture influential stakeholders, both internally & externally

• Partner with a Strategic Customer Success Manager post implementation to:

  • Create and refine Business Reviews

  • Analyze customer usage data to offer best practices and recommendations

  • Investigate product questions in partnership with Support

  • Document product feedback and partner with internal teams on customer resolution

• Support and drive growth, net revenue retention, and product adoption across our Frontier customer portfolio

• Identify opportunities for us to improve and refine our Implementation and Success process with Frontier customers in the spirit of “Make Enterprise Repeatable”

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

• 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 become comfortable interacting with C-level execs, support agents, and engineers alike both in person and in virtual settings.

• Operational rigor: You appreciate the value of data integrity, streamlined processes, and scalable systems for building a data-driven GTM 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: 1-3 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.

• 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