High Touch Customer Success Manager

Summary

Join Ashby's growing Customer Success team in EMEA as an early member, helping establish the High Touch Customer Success function in Europe. Onboard, train, and support customers across the region, ranging from startups to public companies. Become a product and domain expert to enable customers to maximize Ashby's use for hiring excellence. The role requires strong B2B SaaS customer success experience, managing diverse customer sizes and collaborating with cross-functional stakeholders. Success in this role involves clear communication, active listening, teaching abilities, process creation, attention to detail, and efficient time management. Prior experience as a recruiter or in a similar role is a plus.

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
• You have been the first CSM in a new region for a company and find “building the plane while flying it” to be an energizing way of working

Responsibilities

• Onboard, train, and support the adoption of Ashby with a wide range of customers based throughout the region
• 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

• Unlimited PTO with four weeks is recommended per year
• 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
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• 10-year exercise window for stock options