Customer Strategist

Job description

## **About Assembled** Assembled helps companies scale great customer support. As consumers, we’ve all been there. You need help, you’re stuck on hold or going in circles with an AI, and your problem still isn’t solved. Behind great support is a complex operational problem: thousands of people and AI agents working across teams, time zones, and products as new problems emerge. Assembled gives support leaders the tools to manage that complexity, from AI agents that resolve customer issues to software that forecasts demand, builds schedules, and makes intraday adjustments. More than 400 companies, including DoorDash, Salesforce, Stripe, and Sephora, trust [Assembled](https://www.assembled.com/customers). We've raised $71M from NEA, Emergence Capital, Stripe, and Basis Set Ventures and have offices in San Francisco, New York, and London. ## The Role For companies like Salesforce, Stripe, and DoorDash, great customer support has an impact well beyond the customer experience. It builds loyalty, improves efficiency, and fuels growth. Delivering all of that at scale is a complex challenge, especially as AI changes how support teams operate. As a Customer Strategist at Assembled, you'll help customers tackle these challenges head-on, owning the relationship and results from implementation through renewal and expansion. You'll work alongside business leaders and operators, dig into their data and workflows, and find better ways to forecast demand, manage staffing, optimize schedules, and put AI to work. You'll combine big-picture thinking with hands-on problem-solving to turn those opportunities into measurable improvements. Your impact won't stop with your customers. You'll help shape how Assembled grows, from rethinking our post-sales experience and building our expansion strategy to bringing customer insights directly into product decisions. You'll work closely with Product, Engineering, Sales, and company leadership, and get in the room with customers for business reviews, working sessions, and trainings when it makes a difference. We're profitable, gaining ground against established providers, and taking on bigger, more complex challenges as AI transforms customer support. You'll join a close-knit team with real autonomy, where you can tackle interesting problems, try new ideas, and see your work make a difference across the business. ## What You'll Do - **Own the customer relationship and the results.** Partner with a portfolio of customers to understand their business priorities, build lasting relationships, and deliver measurable results. Stay ahead of risks, develop thoughtful account strategies, and turn customer success into renewals and expansion. - **Turn data into better business decisions.** Dig into customer operations, product usage, and performance data to uncover challenges, identify opportunities, and turn your findings into clear, actionable recommendations for customer leaders. - **Bring complex initiatives to life.** Work across customer teams and Assembled's Product, Solutions, and Sales teams to align priorities, solve problems, and drive projects from idea through execution. - **Help customers unlock what's possible.** Get hands-on with Assembled to help customers rethink workflows, solve operational challenges, and adopt new capabilities. Lead trainings and business reviews that connect product adoption to measurable business results. - **Help shape what we build and how we scale.** Bring customer insights into product decisions, help shape our account expansion strategy, and lead initiatives that improve our customer journey and how we work as a team. ## About You You'll likely thrive here if: - **You like figuring out how things work.** You're comfortable digging into messy problems, unfamiliar technology, and complex workflows. You look beyond symptoms to find root causes and figure out what actually needs to change. - **You turn data into smart business decisions.** You can make sense of complex data, spot opportunities others might miss, and turn insights into clear recommendations. You understand what drives a business and how to create meaningful, lasting value. - **You know what matters and make things happen.** You cut through competing priorities, make smart decisions, and move quickly from ideas to action. You take ownership, find ways around roadblocks, and don't need someone telling you what to do next. - **You bring people together to get things done.** You build trust with everyone from frontline operators to senior executives, communicate complex ideas clearly, and get people moving in the same direction. You know when getting in the room makes all the difference. - **You learn fast and stay open.** You ask thoughtful questions, seek feedback, and aren't afraid to change your mind. You're eager to try new approaches and share what you've learned with others. - **You're an AI-native operator.** You use AI regularly to solve problems and get things done, and you're eager to rethink how Customer Success works as agents take on more of the day-to-day. **Bonus Points If:** You've worked in consulting, engineering, analytics, or business operations, especially in a fast-moving environment. Experience with complex B2B software, workforce management, customer operations, or conversational AI is a plus. *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.*