About the role

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 We’re hiring a Senior Customer Marketing Manager to build the program that turns customer relationships into stories, references, campaigns, and community. You'll own the voice of the customer across Assembled: what they say, why they say it, and how it shows up everywhere from a launch announcement to a sales call to the homepage. On our scrappy, creative marketing team, you’ll build customer marketing from the ground up into a strategic program that lifts brand recognition and delivers measurable influence on revenue. You’ll work directly with Sales, CS, Product, and our founders, with room to stretch into product launches, partner co-marketing, and creator and influencer work. We want someone who moves fast, builds AI workflows for daily use, and would rather have real ownership than a clean job description. Our growth from here runs on relationships and proof. Customers who vouch for us, stories that land, and campaigns that put those customers at the center. If you obsess about customers and want to build marketing that truly puts them at the center, let’s talk. This is an onsite role based in our San Francisco or New York City office, five days a week (Monday–Friday). WHAT YOU’LL DO - Own the voice of the customer. Build the system that captures and synthesizes what customers say across interviews, reviews, win/loss, and support themes, so every team works from one source of truth - Run the customer story engine. Case studies, video, quotes, event speaking opportunities, and proof points on a real production calendar, not scrambled together - Design campaigns with customers at the center: lifecycle programs, events, awards, whatever gets our customers talking about their own work - Own advocacy and references end-to-end, so Sales never needs to go hunting for a reference - Partner on product launches, bringing customer proof into the narrative early and turning design partners into launch-day evidence - Extend into partner and creator marketing, co-marketing with partners and building relationships with the voices our audience already trusts - Report on the program clearly. Pipeline influenced, and the key metrics that ladder up to it: stories in active use, references sourced, advocacy participation, and beyond WHAT YOU BRING - 4-7 years in customer marketing, product marketing, or both, at a high-growth company; demonstrated ability to build programs from scratch is key. - Creative storytelling chops and innate campaign thinking. You can turn a 45-minute customer conversation into myriad creative assets, and a distribution plan that actually delivers. - Program-building chops. You run customer marketing with trackers, calendars, and follow-through, and you know who said yes to what and whether legal cleared it. - A knack for getting customers to say yes. You can ask a VP of Support for an hour of their time and their comms team's approval, and come back with both. You hold your own in a room with senior CX leaders at global enterprises. - Demonstrated ability to build workflows (not just chats) with AI. You use AI daily to synthesize resear