Remote Strategic Customer Success Manager

Summary

Join Ashby's growing Customer Success team as a Strategic Customer Success Manager! Coach talent teams on adopting Ashby's platform with enterprise clients, focusing on product adoption and improved customer health. You will work with diverse customer sizes and collaborate with cross-functional teams. Become a product and domain expert to empower customers and drive hiring excellence. This role requires strong B2B SaaS experience, expertise in managing enterprise clients, and exceptional communication and teaching skills. Ashby offers a comprehensive benefits package, including unlimited PTO, generous equipment budget, education stipend, and comprehensive health insurance.

Requirements

• Have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies
• Have managed varying sizes of customers and books of business in the enterprise segment
• Have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• Love becoming a product and industry expert and have experience doing this in a previous customer success role
• Demonstrate mastery of clear communication
• Be a great listener
• Love to teach and consult
• Be excited about driving renewals
• Be detail oriented
• Move fast
• Always be looking for ways to improve your work through data

Responsibilities

• Coach talent teams to fully adopt Ashby with our largest customers - focusing on comprehensive product adoption and increased customer health
• Shape how we serve customers ranging from high growth scale ups to public companies
• Become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence
• Create ‘Ah ha!’ moments by tailoring trainings and product walkthroughs to address a customer’s specific challenges
• Provide the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value
• Consult on process change to achieve business outcomes with stakeholders
• Craft repeatable processes that will allow our go-to-market team to scale well in future
• Send crisp follow-up emails, on time
• Take pride in internal operations, like real-time CRM updates
• Manage a wide range of customers, and prioritize effectively
• Look for ways to improve your work through data

Preferred Qualifications

Be located in CT or ET timezones

Benefits

• 10-year exercise window for stock options
• Unlimited PTO with four weeks is 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
• Top-notch health insurance for you and your dependents with all premiums covered by us (US employees)
• 401k match in the US