Head of Strategic Customer Success

Summary

Join Ashby as their Head of Strategic Customer Success and elevate the customer experience to the next level. Lead and grow a team of Strategic CSMs, shaping how Ashby serves its Enterprise segment. Partner with cross-functional stakeholders to advocate for product changes and ensure customer success. This role requires proven leadership in growing high-performing Customer Success teams in a SaaS environment, strategic thinking for improving customer journeys, and cross-functional collaboration. A customer-centric approach, product adoption expertise, and an analytical mindset are crucial. Ashby values continuous improvement, innovative problem-solving, and a strong sense of ownership.

Requirements

• Proven Leadership: Have a track record of successfully growing, leading, and developing high-performing Customer Success Teams in a SaaS environment, bolstering a culture of excellence and empathy
• Strategic Thinking: Be skilled at understanding and improving the customer journey for organizations with 1,000+ employees. Be keen to build an elevated CS function, ensuring team goals connect to company objectives
• Cross-functional Collaboration: Effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress
• Innovative & Principled Approach: Proactively address thematic customer opportunities and improve our processes accordingly; be comfortable leveraging cutting-edge technologies to enhance the efficiency and efficacy of the team. Don’t rely on ‘I’ve seen this done’ but instead think critically to problem-solve
• Analytical Mindset & Continuous Improvement: Be comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• Customer-Centric: Have a deep understanding of B2B customer needs and have a history of ensuring outstanding experience for complex organizations
• Product Adoption & Customer Lifecycle Engagement: Have programmatic experience improving customer product adoption with the goal of ensuring customer objectives are achieved. Your initiatives have addressed key stages of the customer lifecycle (such as implementation and onboarding)

Responsibilities

• Lead and grow a team of Strategic CSMs
• Shape how Ashby serves its Enterprise segment
• Partner with cross-functional stakeholders (Customer Success, Sales, Product, Engineering, and Operations) to align and define progress
• Advocate for product changes that ensure Ashby fully supports its most sophisticated customers
• Proactively address thematic customer opportunities and improve processes
• Leverage cutting-edge technologies to enhance team efficiency and efficacy
• Use data and metrics to drive decision-making and continually improve the team and customer experience
• Ensure outstanding experience for complex organizations
• Improve customer product adoption to ensure customer objectives are achieved
• Address key stages of the customer lifecycle (implementation and onboarding)

Preferred Qualifications

• Demonstrate clear communication. Ask clarifying questions with precision and distill complex concepts into simple themes
• Be a great listener. See your role as 1) Advocate for the Customer Success Team as well as 2) Voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to evolve
• Be a problem solver. Thrive at solving complex challenges with innovative, scalable solutions
• Know process matters. 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

• Unlimited PTO with four weeks is 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
• Competitive compensation is offered
• 10-year exercise window for stock options
• Generous equipment, software, and office furniture budget