Digital Customer Programs Manager

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 The Digital Customer Programs Manager owns Assembled's Scale tier customer experience. The Scale tier is served through structured programs: self-serve resources, community engagement, and light-touch human interaction — not an assigned CSM relationship. This role sits in the Support org, within our broader Customer Experience department, and that's intentional. When customers hit technical friction, the response needs to be as disciplined as it is empathetic. You'll move fluidly between customer success instincts and technical support process rigor, with impact measured across the entire tier, not a single account list. 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. If you're energized by breadth and by building things that scale, this is your role. RESPONSIBILITIES - Account Health Monitoring — Own or help build the systematic mechanism for tracking health signals across the tier. Know which accounts are engaged, which are drifting, and why. Engage when signals change — don't wait for a renewal to address misalignments. - Renewals — Proactively manage the renewal motion for this tier, using health data to get ahead of risk well before renewal dates. Facilitate pre-renewal check-ins for accounts showing growth potential or as needed to address questions on terms, value, legal or contract details. - 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. Sessions cover product questions, troubleshooting, and relationship or commercial topics. Log contact drivers to inform knowledge base priorities and product feedback. - Community & Engagement — Own Assembled's customer community presence across channels and formats. This may include digital community platforms, webinars, events, forums, the Assembled Slack community, or other programming. 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. You'll know you're succeeding when Scale tier churn is low, renewal rates are healthy, and CSAT and NPS for this segment are at or above industry benchmarks. ABOUT YOU - You know what it feels like to be on the other side of a scale tier experience. You've been in the weeds of customer-facing work and you bring that empathy into every interaction. You understand the world of support professionals and what good actually looks like to them. - You've been in a high-volume customer-facing role. You've managed more accounts than you could possibly give individual attention to, and you figured out how to make that work. You understand the difference between a customer who needs more of your time and a customer who needs better resources. - You hold the line without losing the relationship. 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. You've had hard renewal conversations and didn't spiral. - You respect the power of process. You file the ticket and set expectations (internally & externally). You d