Strategic Customer Success Manager

Summary

Join Ashby's team as a Strategic CSM in the Americas and guide our biggest customers toward improved product adoption and increased customer health. You will work with diverse customers, from high-growth organizations to public companies, becoming a product and domain expert to help them achieve hiring excellence. This role requires strong B2B SaaS customer success experience (at least five years), managing various customer sizes in the enterprise segment, and collaborating with cross-functional stakeholders. You should be a clear communicator, great listener, and passionate teacher, adept at explaining complex concepts simply and tailoring trainings to address specific customer challenges. Attention to detail, fast-paced work style, data-driven approach, and a focus on customer engagement are essential. This is a product-oriented CSM role, without variable pay, focusing on adoption and engagement rather than solely on revenue retention.

Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies
• You have managed varying sizes of customers and books of business in the enterprise segment
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• You love becoming a product and industry expert and have experience doing this in a previous customer success role
• You can create ‘Ah ha!’ moments by tailoring trainings and product walkthroughs to address a customer’s specific challenges
• You're a clear communicator
• You ask questions with precision and can explain complex concepts in simple terms
• You thrive presenting to executive stakeholders and early career individual contributors alike
• You are a great listener
• You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value
• You excel at deep discovery and are adept at navigating nuance to secure better understanding
• You love to teach and consult
• Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter who is new to SaaS tools, you see every teaching moment as an opportunity
• You love exploring business outcomes with stakeholders and help consult on process change to achieve those outcomes
• Your peers describe you as detail oriented
• You obsess over sending crisp follow-up emails, on time
• You take pride in internal operations, like real-time CRM updates
• You move fast
• You leverage tools and technology to maximize your time
• You are at home operating as the CEO of your book of business
• You are always looking for ways to improve your work through data

Responsibilities

• Guide Ashby's biggest customers - focusing on improved product adoption and increased customer health
• Shape how we serve customers ranging from high growth organizations to public companies
• Become a product and domain expert to enable our customers to make the best use of Ashby as they aim to drive hiring excellence

Preferred Qualifications

• You prefer managing a broad book of business (this role is the epitome of 1:few)
• You're interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work)
• You shine as an exclusively commercial CSM, motivated by variable compensation
• You’re afraid of rolling up your sleeves
• If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular, this job isn’t going to be for you

Benefits

• 10-year exercise window for stock options
• You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable
• 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
• If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us
• 401k match in the US