High Touch Customer Success Manager

Summary

Join Ashby's growing Customer Success team as a Customer Success Manager (CSM) in the Americas, focusing on onboarding, training, and supporting customer adoption of Ashby's powerful and flexible software. You will work with a diverse range of customers, from startups to public companies, becoming a product and domain expert to help them achieve hiring excellence. This role requires strong B2B SaaS customer success experience, managing various customer sizes and working with cross-functional stakeholders. Excellent communication, listening, and teaching skills are essential, as is a detail-oriented approach and the ability to work efficiently. Recruiting experience is a plus but not required. The ideal candidate is data-driven and passionate about creating repeatable processes for scalability.

Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies
• You have managed varying sizes of customers and books of business in the mid market segment
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring trainings and product walk throughs to address a customer’s specific challenges
• You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon
• You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value
• You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity
• You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future
• Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates
• You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively

Responsibilities

• Onboard, train, and support the adoption of Ashby with a wide range of customers - focusing 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

Preferred Qualifications

• You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers
• You are always looking for ways to improve your work through data

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable
• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US . We plan to expand this to employees in other countries as situations arise
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval