High Touch Customer Success

Summary

Join Ashby as the Head of High Touch Customer Success and lead a team of Customer Success Managers (CSMs) in a B2B SaaS environment. You will be responsible for driving process improvements, ensuring high-quality customer experiences, and collaborating with internal teams. The role requires experience leading and developing CSMs, expertise in the customer lifecycle, and a data-driven approach. You will coach your team, advocate for improvements, and use data to make decisions. Ashby values continuous improvement, customer care, and a strong sense of ownership. The company offers a comprehensive benefits package including unlimited PTO, family leave, an education budget, and extended health benefits.

Requirements

• Team Leadership & Coaching : You have experience leading and developing Customer Success Managers in a B2B SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth
• Customer Journey Expertise : You understand the customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches
• Operational Mindset : You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable
• Cross-functional Collaboration : You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience
• Problem-Solving Orientation : You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers
• Data-Driven : You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• Customer-First Thinking : You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences
• Lifecycle Awareness : You’re familiar with key stages like onboarding and adoption, and you’ve supported efforts that drive product engagement and help customers achieve their goals

Responsibilities

• Lead and coach both the current Manager of High Touch CS and your own team of CSMs supporting customers across onboarding, adoption, and long-term partnership
• Drive process improvements across the customer journey, with a focus on post-onboarding and adoption
• Help evolve how we deliver consistent, high-quality customer experiences at scale
• Serve as a key product advocate — partnering closely with internal teams to champion improvements that better support our upper mid-market and lower enterprise customers

Preferred Qualifications

• ���� You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes
• ���� You are a great listener. You 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
• ���� You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions
• ���️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy
• ���� Your peers describe you as detail oriented. You take pride in internal operations
• ���️ You’re an advocate for the team. We’ll be looking for your help when it comes to defining resourcing and headcount planning
• ����‍🏫 You love to coach. You see every teaching moment as an opportunity and are 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 . We plan to expand this to employees in other countries as situations arise
• $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