Saas Customer Experience Program Manager Jobs (NOW HIRING)

Assembly Software is the team behind Neos, the case management platform purpose-built for personal injury law firms, with embedded intelligence that already knows your cases. We're trusted by 1,100 firms and 15,000 users nationwide, backed by more than 40 years of experience in PI case management. As a growing SaaS company with a passionate team, we're building software that makes cases easier to manage and outcomes better for the firms and clients who rely on it.

When you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry.

Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime.

Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.

• We are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback.
• We Never Stop Learning: We pursue growth + learning.
• We Thrive as a Team: We value others' opinions + work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative + open-minded.
• We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.
• We have Unyielding Integrity: We do the right thin, even when no one is watching.
• We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and v alues diversity.

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.

As 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.

This 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.

1. 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.

2. 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.

3. What's the benefits package like?
Competitive and comprehensive. You'll have access to:

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

We 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.

Assembly 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.