You will act as the central point of contact between Customer Success, Support, and Professional Services to streamline escalations and product feedback. Additionally, you will manage the end-to-end CSAT and NPS programs while overseeing implementation and training logistics.
You will define the product experience vision, collaborate with executives, and work closely with product and engineering teams to shape the product. You will also conduct user research and integrate AI into the product experience.
You will independently manage the health and engagement of a portfolio of law firm customers by analyzing data and determining appropriate strategies. You will serve as the primary point of contact for adoption and strategy questions while identifying opportunities for account expansion.
The Customer Success Manager will own a portfolio of law firm accounts, driving product adoption and ensuring client retention through proactive outreach and health monitoring. They will also identify expansion and referral opportunities to generate qualified leads for the sales team.
You will act as the product manager for the internal product organization, optimizing how teams plan, prioritize, and launch software. This involves building leadership scorecards, managing readiness processes, and identifying and removing operational bottlenecks across Product, Engineering, and Design.
The Director of Customer Experience Operations will build the operational backbone connecting Implementation, Support, Success, and Enablement teams. They are responsible for establishing trusted KPIs, creating repeatable playbooks, and maintaining clean data systems to drive decision-making.
Lead the quality engineering team through the transition from manual QA to an agentic, AI-native practice. Define and measure quality standards while ensuring the engineering team remains calibrated and efficient.
Lead the product strategy, roadmap, and execution for Assembly's platform, focusing on the integration of proprietary data and applied AI. Partner with executive leadership to align product development with commercial goals and customer value.
