Commercial Account Executive
Sierra
Customer Success Manager – Strategic Accounts
Assembled Products Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $130,000 - $170,000 per year
Job Level
Mid-LevelSenior
About the role
- Account manage a portfolio of strategic customers to help them achieve goals on Assembled Platform (WFM and Assist AI) and drive business outcomes with senior stakeholders
- Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally to drive results
- Actively gather and communicate learnings and customer feedback to product and engineering teams to shape product improvements
- Drive and own retention efforts: identify upsell opportunities, lead renewal negotiations, and own churn mitigation
- Lead strategic initiatives to improve Customer team processes, including identifying scalable data-driven ways to find churn risk and expansion opportunities and designing playbooks to increase retention and product adoption
- Maintain and build systems to power metrics tracking, operational cadence, and enable proactive and prescriptive customer engagement
- Work with Solutions, AI Deployment Strategists, and Technical Support to drive successful customer outcomes and feature adoption across the customer lifecycle
Requirements
- Relationship building & managing up: ability to interact with C-level execs, support agents, and engineers
- Grit, determination and tenacity to push through roadblocks in unstructured environments
- Track record for getting things done; ability to juggle competing priorities and keep stakeholders informed
- Ability to think strategically while being in the weeds; identify trends and insights from customer conversations and market
- Growth mindset and openness to feedback
- Data-driven: ability to parse noise, leverage data, and frame options to drive outcomes
- Collaborative, humble team member willing to help teammates
- Willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagement
- Preferred: 5+ years of working experience with at least 3 years in customer-facing, highly strategic, operational, and analytical environments (e.g., business operations, management consulting, or customer success)
- Project-management skills and experience collaborating cross-functionally (product, sales, partnerships)
- Experience driving retention, renewal negotiations, upsell, and churn mitigation
- Experience gathering and communicating customer feedback to product and engineering
- Familiarity with Assembled Platform (WFM and Assist AI) and driving feature adoption
- Ability to accommodate hybrid schedule (be in San Francisco or NYC office on Mondays and Thursdays)
