Head of Customer Success

Summary

Join Ashby as their first EMEA Customer Success leader and meaningfully shape their CS function in the region. This high-impact role involves elevating the customer experience across the EMEA CS team, prioritizing operational excellence, and collaborating with existing CS leadership. You will lead and grow a team of upmarket CSMs, owning the Dedicated CS segment for EMEA, focusing on Strategic and High Touch customer segments. The role requires proven leadership in SaaS, strategic thinking, regional expansion experience, and cross-functional collaboration. Ashby offers competitive compensation, unlimited PTO, family leave, an education budget, and extended health benefits.

Requirements

• Proven track record of successfully growing, leading and developing high-performing Customer Success Teams in a SaaS environment
• Skill in understanding and improving the customer journey
• Ability to build an elevated CS function, ensuring team goals connect to company objectives
• Experience thriving in first-in-region roles, establishing processes, team structures, and customer engagement models in-market
• Ability to effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations
• Ability to critically evaluate and design innovative, first-principles-driven strategies
• Comfort using data and metrics to drive decision-making, continually improving both the team and customer experience
• Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences
• Programmatic experience improving customer product adoption with the goal of ensuring customer objectives are achieved
• Experience addressing key stages of the customer lifecycle (such as implementation and onboarding)

Responsibilities

• Elevate the customer experience across the EMEA CS team
• Prioritize operational excellence and programmatic efforts
• Collaborate closely with Ashby’s existing CS leadership team
• Lead and continue to grow an impressive team of skilled and tenured upmarket CSMs
• Own the Dedicated CS segment (1:few) for the region, covering Strategic and High Touch segments

Preferred Qualifications

• Demonstrate clear communication; ask clarifying questions with precision and distill complex concepts into simple themes
• Be a great listener; act as an advocate for the Customer Success Team and voice of the customer to internal stakeholders
• Be a problem solver; thrive at solving complex challenges with innovative, scalable solutions
• Be eager to improve processes and workflows to enhance efficiency and efficacy
• Be detail oriented; take pride in internal operations
• Be an advocate for the team; help define resourcing and headcount planning
• Love to coach; see every teaching moment as an opportunity and be excited to help teams grow

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
• Generous equipment, software, and office furniture budget