Customer Success Manager

Summary

Join Ashby's Startup Customer Success Team as a Customer Success Manager and become a key player in helping early-stage customers build hiring excellence into their organizations. You will create high-quality onboarding materials, documentation, and webinars, while also providing direct support via email and calls. This mid-level role requires 2+ years of experience in a similar capacity. You'll manage a portfolio of customers, own medium to large projects, and collaborate with cross-functional teams. The ideal candidate is a problem-solver with excellent communication skills, attention to detail, and a proactive approach to process improvement. Ashby offers a comprehensive benefits package, including unlimited PTO, 12 weeks of paid family leave, and a generous education budget.

Requirements

• Have 2+ years of customer-facing experience supporting a complex and rapidly evolving product (for complexity, think tools like Zapier, HubSpot, and Acuity Scheduling) OR have Recruiting/Recruiting Operations experience as an Ashby user
• Enjoy becoming a subject matter and product expert to help deliver excellent experiences when assisting our customers in solving complex challenges
• Be skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively
• Possess keen attention to detail, ensuring your email and live responses are thorough, clear, and empathetic along the way
• Have strong written and verbal communication skills
• Be curious—both in addressing customers and creating solutions that improve our workflows
• You should not apply if: You’d prefer to work one-on-one with a small book of customers
• You feel like the customer journey ends once a customer is onboarded
• You don’t enjoy problem-solving
• You don’t like projects
• You are not keen on speaking up or acting when you see something that could be improved

Responsibilities

• Create high-quality onboarding materials, documentation, and e-webinars that enable our customers to get up and running independently
• Assist customers via email and customer calls when needed
• Take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs
• Take ownership of medium and large projects that are core to our team’s operations
• Building an in-app onboarding experience using CommandAI
• Creation of a live, foundational webinar series + recorded content
• Building retention best practices into our engagement with customers that extend well beyond just onboarding

Benefits

• Unlimited PTO with four weeks 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
• If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us
• 10-year exercise window for stock options