Customer Success Manager, Mid-Market

AssemblyAI is a remote-first AI company building powerful deep learning models for developers, startups, and enterprises to transcribe and understand their audio data.

Our ASR models already outperform companies like Google, AWS, and Microsoft - which is why hundreds of companies and thousands of developers are using our APIs to transcribe and understand millions of videos, podcasts, phone calls, and zoom meetings every day. Our APIs power innovative products like conversational intelligence platforms, zoom meeting summarizers, content moderation, and automatic closed captioning.

AssemblyAI’s Speech-to-Text APIs are already trusted by Fortune 500s, startups, and thousands of developers around the world, with well-known customers including Spotify, Algolia, Dow Jones, Happy Scribe, BBC, The Wall Street Journal, and NBCUniversal. As part of a huge and emerging market, AssemblyAI is well on its way to becoming the leader in speech recognition and NLP.

We're growing at breakneck speed, and recently announced our Series B round. We've raised $63M in total funding, and are backed by leading investors including Insight Partners, Accel, Y Combinator, Patrick and John Collision (Founders of Stripe), Nat Friedman (Former CEO of GitHub), and Daniel Gross (Entrepreneur & Investor in companies including GitHub, Uber & SpaceX)!

Our ambition is to build an iconic AI company, making advanced deep learning technology accessible to everyday developers through a simple API, good docs, and a great developer experience.

Join our world-class, remote team and help us build an iconic deep learning company!

The Role

We’re looking for a MidMarket Customer Success Manager whose top priority is helping customers succeed with AssemblyAI. You’ll help guide the customer to deploy successfully and ensure they continuously gain business value from our products. By engaging your customers using a consultative approach, you’ll position yourself as a preferred long-term strategic partner and serve as the trusted point of contact across their lifecycle: onboarding, adoption, advocacy, and renewal. 

As our first MidMarket Customer Success Manager, you’ll be on the ground-floor helping us build processes for onboarding, adoption, and retention. Equipped with the knowledge of what it takes for customers to succeed with AssemblyAI, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the entire AssemblyAI team, you’ll exemplify an empathetic, customer-centric perspective.

You’ll be reporting directly to the VP Customer Success and be working very closely with the rest of the CS team in building a best-in-class CS organization.

What you’ll achieve

Maintain ownership of a portfolio of customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of AssemblyAI products.

• Work with customers to understand their motivation, business drivers, strategic goals, and desired business outcomes; co-creating and maintaining a success plan.

• Own the full post-sale customer journey, including deployment and workflow design, adoption, roadmap advisory, and renewal touchpoints.

• Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively engage the customer leveraging both data and your expertise to increase product adoption and customer engagement.

• Build and maintain relationships with technical leaders across your book of accounts. Guide key stakeholders (CTOs, Product Managers, Founders) through the process of integrating our API, working to constantly improve the overall experience.

• Become a subject matter expert on our API and understand our competitive landscape. 

• Collect and share insights that help Product identify ways to educate and activate the user base on the product.

• Be a cross-functional superstar:

  • Partner closely with Sales counterparts to build account plans, nurture executive relationships, facilitate Executive Business Reviews, and identify expansion opportunities.

  • Collaborate closely with Solution Architects and Support Engineers to help quarterback resolutions for customer issues and increase business value.

  • Work collaboratively with the Marketing team to build customer references and co-develop resources to better support our customers.

  • Serve as the voice of your customers by surfacing key trends and insights back to our Product, Research, and business teams.

About you

• 4+ years of demonstrated success in a Customer Success or Account Management role in B2B SaaS.  

• Experience discussing technical subjects with technical and non-technical audiences, and a strong working knowledge of API

• Experience and comfortability working with key stakeholders in Engineering, Product, and AI (e.g. CTO, CPO, etc.)

• Experience in building and managing relationships across a broad range of stakeholders, including C-level executives

• Experience in an enterprise solution sales environment and the ability to partner with Account Executives in development and closure of sales opportunities is preferred

• Comfortable building on current Customer Success playbook—offering an industry leading, developer-first approach

• And you are:

  • Customer-centric at your core, having strong empathy for developers and patience to help them solve their problems

  • Self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous, ever-changing fast-growth startup environment. You’re able to zoom in on most granular details and also zoom out to understand the philosophy of how and why decisions are made.

  • Driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support AssemblyAI, the team, and the customer. You’re able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature

  • A strong proactive communicator, an active listener, and a great presenter

Our Team

Our team is made up of problem solvers, innovators and top AI researchers with over 20+ years of experience in Machine Learning, NLP, and Speech Recognition from companies like DeepMind, Google Brain, Meta, Apple and Amazon. They conduct cutting edge deep learning research and develop novel algorithms & techniques to continually push the state of the art in speech recognition & NLP!

Our team is fully remote, and our culture is super collaborative, low-ego, transparent, and fast-paced. We want to win - and have a flat organization where everyone can openly share ideas (regardless of their title or position) in order to get the best idea.

As a remote company, our team members are given a lot of trust and autonomy to work where and how they want. We look for people to join our team who are ambitious, curious, and self-motivated, and we put a lot of trust and autonomy into everyone on our team. We want to empower everyone to do their best work with whatever tools, structures, or resources they need to perform at their highest potential.

Benefits (US)

• Competitive Salary + Bonus

• Equity

• 401k

• 100% Remote team

• Unlimited PTO

• Premium Healthcare (100% Covered for you + dependents)

• Vision & Dental Care

• $1K budget for your home office setup

• New Macbook Pro (or PC if you prefer)

• 2x/year company paid team retreat