Manager, Startup Customer Success

Summary

Join Ashby as their Manager of Startup Customer Success and lead a team of 10+ CSMs supporting early-stage customers. You will coach and develop the team, scale effective practices, and ensure customers receive timely assistance. Collaborate with leaders from Support, Contract Management, and High Touch Custom Success teams for a consistent customer experience. Responsibilities include leading and coaching the CSM team, fostering team growth, supporting team operations and quality assurance, scaling the programmatic success model, collaborating cross-functionally, and representing the Startup CS perspective in internal planning. The ideal candidate possesses experience managing or mentoring CSMs in a SaaS environment, understands the customer lifecycle, and brings a structured approach to scaling successful strategies. Strong communication, problem-solving, and data-driven decision-making skills are essential.

Requirements

• Team Leadership & Coaching: You have experience managing or mentoring CSMs in a scaled or pooled CS model in a 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
• Customer Success at Scale: You bring a structured approach to scaling what works, but value staying flexible in the face of new needs. You are comfortable balancing 1:many engagement strategies with strong judgment around when dedicated support matters most
• Operational Excellence: You are energized by operations: you care about process quality, internal tools, and smooth execution
• Leading from the Front: You enjoy rolling up your sleeves (e.g. inbox reviews, shadowing, quality checks) to uplevel the team and, when necessary, jumping in to help out yourself
• Data-Driven: You are comfortable using data and metrics to inform decision-making and continually improve the team and customer experience
• Great Communicator: You communicate clearly and with care, especially in fast-moving or ambiguous situations
• 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

Responsibilities

• Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes
• Foster team growth through 1:1s, skill-building, and thoughtful feedback
• Support team operations and quality assurance for our shared inbox, live customer engagements, and project work
• Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint
• Collaborate cross-functionally to evolve how Ashby supports its startup customers
• Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap

Preferred Qualifications

• You take pride in helping others succeed. You find energy in supporting others’ growth through 1:1s, shadowing, and candid feedback
• You think like a builder. You’re excited to improve what exists, create what doesn’t, and iterate quickly without sacrificing quality
• You bring calm to complexity. When things get busy or messy, you bring clarity, structure, and a level head
• You enjoy context switching. From 1:1s to tooling workflows to strategy docs, you thrive in a high-variety environment
• You find joy in systems. You enjoy creating clean processes, clear documentation, and consistent execution. On top of that, you love helping others see it too
• You believe in high standards, delivered kindly. You hold the bar high while leading with empathy, curiosity, and care
• You believe “How we’ve always done it” isn’t good enough. You ask good questions, challenge stale assumptions, and welcome better ways
• You feel ownership over the whole. You see customer success as a team sport. One that includes Product, Support, and beyond

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
• Competitive compensation is offered
• 10-year exercise window for stock options