Customer Experience Program Manager

Assembly Software is a SaaS company providing case management platforms for personal injury law firms. The Customer Experience Program Manager coordinates work across Customer Success, Customer Support, and Professional Services, manages escalations and cross-functional prioritization, runs CSAT and NPS programs, and oversees implementation, training logistics, and visibility systems.

Responsibilities:

• When an escalation needs to move, you're the one who makes sure it actually does
• When Support, Success, and Professional Services each show up to Product with a different list of what matters most, you're the one who turns three lists into one that Product can actually act on
• You'll run the CSAT and NPS program end to end, keep implementation and training logistics running on schedule, and own the systems that make all of this visible