Customer Success Manager

Summary

Join Ashby's growing Customer Success team as an early member in EMEA, helping establish the High Touch Customer Success function in Europe. You will onboard, train, and support customers across the region, becoming a product and domain expert to drive hiring excellence. This role requires strong B2B SaaS customer success experience, managing diverse customer sizes and collaborating with cross-functional stakeholders. Success in this position hinges on clear communication, active listening, teaching abilities, process creation, attention to detail, and efficient time management. Prior recruiting experience is a plus, but not required. 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
• Demonstrate mastery of clear communication
• Be a great listener
• Love to teach
• Be detail oriented
• Move fast
• Have experience becoming a product and industry expert in a previous customer success role

Responsibilities

• Onboard, train, and support the adoption of Ashby with a wide range of customers
• Become a product and domain expert to enable customers to make the best use of Ashby
• Shape how we serve customers ranging from high growth startups to public companies
• Create ‘Ah ha!’ moments by tailoring trainings and product walk throughs to address a customer’s specific challenges
• Drive renewals and 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
• Manage a wide range of customers and prioritize effectively
• Always look for ways to improve your work through data

Preferred Qualifications

• Have been the first CSM in a new region for a company
• Have been a recruiter, hiring manager or interviewer in a previous role

Benefits

• Unlimited PTO with four weeks is recommended per year
• 10-year exercise window for stock options
• 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