Digital Customer Programs Manager

Responsibilities

• Own account health monitoring and systematic tracking of health signals across the Scale tier
• Proactively manage the renewal motion and facilitate pre-renewal check-ins
• Staff scheduled 1:1 office hours for Scale customers to cover product questions and troubleshooting
• Own customer community presence across digital platforms, webinars, and forums
• Design, monitor, and synthesize customer feedback and surveys
• Identify and route customers for tier upgrades when growth warrants commercial conversations
• Integrate with support engineering to file tickets, triage issues, and manage escalations

Requirements

• 2–4 years in a customer-facing role (technical support, customer success, or hybrid)
• Experience in high-volume, fast-paced environments with competing demands
• Proficiency with support tooling such as Zendesk, Salesforce, or HubSpot
• Technical literacy including SaaS admin environments and basic product triage
• Strong written and verbal communication skills

Benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits for professional development, wellness, and commuting
• Paid parental leave
• Catered lunches every day and fully stocked kitchen
• 401(k) plan enrollment

About the Company

Assembled is a unified platform that orchestrates human agents and AI at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation in a single operating system.