Assembled

Digital Customer Programs Manager

San Francisco, CA · Staff+

Work authorization required$120k-$150kDetected 54 days ago

Agentic AICanvaHubSpotSalesforceCustomer SuccessCustomer SupportZendeskCadenceCommunicationCollaboration

About the role

The Scale tier is served through structured programs: self-serve resources, community engagement, and light-touch human interaction - not an assigned CSM relationship.
When customers hit technical friction, the response needs to be as disciplined as it is empathetic.
You'll be the primary executor of the Scale Experience program - high daily volume, a wide range of customer maturity levels, and constant context-switching.

Community & Engagement - Own Assembled's customer community presence across channels and formats.
Moderate discussions, respond to questions, surface relevant resources, and identify accounts with high potential or in need of additional support.
Customer Feedback & Surveys - Own the survey cadence for the Scale tier: design, send, monitor response rates, synthesize results, and surface themes to leadership.
Partner with cross-functional owners of survey tooling to coordinate timing and ensure results are actioned across the customer experience.
Tier Upgrade Flagging - When a Scale customer's needs or growth trajectory warrant a commercial conversation, you own identifying it and routing it appropriately. You're protecting the model, not just the relationship.
Support Integration - Work hand-in-hand with support engineering across all customer touch points.
File tickets, triage issues, own communication on escalations, and respect established support workflows.
You're not a support engineer, but you operate like someone who understands why process discipline makes the whole system work.
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.

2-4 years in a customer-facing role.
Experience delivering successful outcomes in a high-volume and fast-paced environment with competing demands.
you know how to navigate queues and assess priorities.
You know what it feels like to be on the other side of a scale tier experience.
When a customer asks for a dedicated CSM, a custom QBR, or a direct line to engineering, you know how to reset expectations in a way that leaves them feeling heard rather than rejected.
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.

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
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.
Account Health Monitoring - Own or help build the systematic mechanism for tracking health signals across the tier.

Office Hours - Staff scheduled 1:1 sessions for Scale customers alongside the support team, tag-teaming with support engineers based on the account and nature of the request.
If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply.

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.

This listing is sourced directly from Assembled's careers page and normalized into a canonical job model.