{"schemaVersion":"jobsearcher.job.v1","id":"ec85ac0badef3d403cf2f70e","url":"https://jobsearcher.com/jobs/ec85ac0badef3d403cf2f70e","canonicalUrl":"https://jobsearcher.com/jobs/ec85ac0badef3d403cf2f70e","title":"Customer Experience Program Manager","description":"Right now, when a customer has a problem, three different teams each have their own version of what’s happening and their own list of what Product should fix next. Nobody is lying, they’re just each holding a different piece of the same picture. We need someone who can hold the whole picture.\nAs Assembly’s Customer Experience Program Manager, you’ll sit at the center of Customer Success, Customer Support, and Professional Services without running any of them. 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.\nThis isn’t a role where you manage people to get things done. It’s a role where you build enough trust and clarity across three teams that they move together without needing to be told to. If you’re the kind of person who already can’t stand watching good teams talk past each other, this is built for you.\nIf this sounds like the seat you’ve been waiting for, we’d love to hear from you.\nWhen you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:\n1. I’m tired of the daily commute. Where are you located? Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that’s your vibe.\n2. What makes Assembly Software different? Our people. We’re a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.\n3. What’s the benefits package like? Competitive and comprehensive. You’ll have access to:\nMedical, dental, and vision plans\nShort and long term disability coverage\nSupplemental insurance options\n401(k)\nFlexible time off\nPaid parental leave\nAn Employee Assistance Program\nWe invest in our people because we know our results depend on them. When you do great work here, you’ll be recognized and rewarded for it.\nAssembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\n\n#J-18808-Ljbffr","company":"Assembly Software","rawCompany":"assembly software","city":"New York","state":"NY","isRemote":false,"isActive":true,"createdAt":"2026-09-28T03:10:27.638Z","occupations":[{"code":"51-2092.00","title":"Team Assemblers","slug":"team-assemblers"},{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Program Manager","description":"Right now, when a customer has a problem, three different teams each have their own version of what’s happening and their own list of what Product should fix next. Nobody is lying, they’re just each holding a different piece of the same picture. We need someone who can hold the whole picture.\nAs Assembly’s Customer Experience Program Manager, you’ll sit at the center of Customer Success, Customer Support, and Professional Services without running any of them. 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.\nThis isn’t a role where you manage people to get things done. It’s a role where you build enough trust and clarity across three teams that they move together without needing to be told to. If you’re the kind of person who already can’t stand watching good teams talk past each other, this is built for you.\nIf this sounds like the seat you’ve been waiting for, we’d love to hear from you.\nWhen you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:\n1. I’m tired of the daily commute. Where are you located? Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that’s your vibe.\n2. What makes Assembly Software different? Our people. We’re a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.\n3. What’s the benefits package like? Competitive and comprehensive. You’ll have access to:\nMedical, dental, and vision plans\nShort and long term disability coverage\nSupplemental insurance options\n401(k)\nFlexible time off\nPaid parental leave\nAn Employee Assistance Program\nWe invest in our people because we know our results depend on them. When you do great work here, you’ll be recognized and rewarded for it.\nAssembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\n\n#J-18808-Ljbffr","datePosted":"2026-09-28T03:10:27.638Z","dateModified":"2026-09-28T03:10:27.638Z","hiringOrganization":{"@type":"Organization","name":"Assembly Software","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"New York","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ec85ac0badef3d403cf2f70e"},"url":"https://jobsearcher.com/jobs/ec85ac0badef3d403cf2f70e"}}