Customer Marketing Manager

Job description

## About Assembled Great customer support requires human agents and AI in perfect balance, and [Assembled](https://www.assembled.com/customers) is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. ### **The Role** We’re hiring a Senior Customer Marketing Manager to build the program that turns customer relationships into stories, references, campaigns, and community. You'll own the voice of the customer across Assembled: what they say, why they say it, and how it shows up everywhere from a launch announcement to a sales call to the homepage. On our scrappy, creative marketing team, you’ll build customer marketing from the ground up into a strategic program that lifts brand recognition and delivers measurable influence on revenue. You’ll work directly with Sales, CS, Product, and our founders, with room to stretch into product launches, partner co-marketing, and creator and influencer work. We want someone who moves fast, builds AI workflows for daily use, and would rather have real ownership than a clean job description. Our growth from here runs on relationships and proof. Customers who vouch for us, stories that land, and campaigns that put those customers at the center. If you obsess about customers and want to build marketing that truly puts them at the center, let’s talk. This is an onsite role based in our San Francisco or New York City office, five days a week (Monday–Friday). ### **What You’ll Do** - Own the voice of the customer. Build the system that captures and synthesizes what customers say across interviews, reviews, win/loss, and support themes, so every team works from one source of truth - Run the customer story engine. Case studies, video, quotes, event speaking opportunities, and proof points on a real production calendar, not scrambled together - Design campaigns with customers at the center: lifecycle programs, events, awards, whatever gets our customers talking about their own work - Own advocacy and references end-to-end, so Sales never needs to go hunting for a reference - Partner on product launches, bringing customer proof into the narrative early and turning design partners into launch-day evidence - Extend into partner and creator marketing, co-marketing with partners and building relationships with the voices our audience already trusts - Report on the program clearly. Pipeline influenced, and the key metrics that ladder up to it: stories in active use, references sourced, advocacy participation, and beyond ### **What You Bring** - 4-7 years in customer marketing, product marketing, or both, at a high-growth company; demonstrated ability to build programs from scratch is key. - Creative storytelling chops and innate campaign thinking. You can turn a 45-minute customer conversation into myriad creative assets, and a distribution plan that actually delivers. - Program-building chops. You run customer marketing with trackers, calendars, and follow-through, and you know who said yes to what and whether legal cleared it. - A knack for getting customers to say yes. You can ask a VP of Support for an hour of their time and their comms team's approval, and come back with both. You hold your own in a room with senior CX leaders at global enterprises. - Demonstrated ability to build workflows (not just chats) with AI. You use AI daily to synthesize research, create content, and build systems. You know how to edit and ship content that no one would know you used AI to create. - Real curiosity about our customers. Why they bought, why they stayed, and what would make them tell someone else. - You do well without a playbook. Priorities shift, launches move, and you keep the program running, always finding a better way to get things done. ### **Our U.S. benefits** - Generous medical, dental, and vision benefits - Flexible time off - Monthly credits for professional development, general wellness, Assembled customers, and commuting - Paid parental leave - Catered lunches every day (M–F) and fully stocked NY office - 401(k) plan enrollment *The estimated base salary range for this role is $160,000 - $210,000 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.* *We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you!* *For United States Applicants:* *Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.* *For United Kingdom Applicants:* *Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.*