Customer Success Manager

Summary

Join Ashby's growing Customer Success team as a Customer Success Manager (CSM) in AMER, ideally located in the PST time zone. You will onboard, train, and support customers in adopting Ashby, focusing on improved product adoption and customer health. This role requires strong B2B SaaS customer success experience, managing diverse customer sizes and working with cross-functional stakeholders. You'll become a product and domain expert, tailoring trainings and product walkthroughs to address customer challenges. Success in this role hinges on clear communication, active listening, a passion for teaching, and a detail-oriented approach. While recruiting experience is beneficial, it's not mandatory. Ashby offers a comprehensive benefits package, including unlimited PTO, generous equipment budget, education stipends, and family leave.

Requirements

• Have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies
• Have managed varying sizes of customers and books of business in the mid market segment
• Have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• Love becoming a product and industry expert and have experience doing this in a previous customer success role
• Demonstrate mastery of clear communication
• Be a great listener
• Love to teach
• Be detail oriented
• Move fast
• Leverage tools/technology to maximize your time
• Be always looking for ways to improve your work through data

Responsibilities

• Onboard, train, and support the adoption of Ashby with a wide range of customers
• Focus on improved product adoption and increased customer health
• Shape how we serve customers ranging from high growth startups to public companies
• Become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence
• Create ‘Ah ha!’ moments by tailoring trainings and product walk throughs to address a customer’s specific challenges
• Drive renewals
• Craft repeatable processes that will allow our go-to-market team to scale well in future
• Provide the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value
• Manage a wide range of customers, and prioritize effectively

Preferred Qualifications

Have been a recruiter, hiring manager or interviewer in a previous role

Benefits

• Unlimited PTO with four weeks is recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• 10-year exercise window for stock options