Strategic Customer Success Manager

Summary

Join Ashby's passionate Customer Success team as a Strategic CSM in EMEA and guide our largest customers toward improved product adoption and enhanced 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 demands strong B2B SaaS customer success experience (at least five years), expertise in managing enterprise customers, and collaboration with cross-functional stakeholders. You will be a clear communicator, a great listener, and an enthusiastic teacher and consultant, always striving for improvement through data analysis. The role prioritizes product-oriented CSMs, focusing on adoption and engagement, rather than solely on commercial aspects. Ashby offers a comprehensive benefits package, including unlimited PTO, family leave, and an education budget.

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. While our team's north star metric is revenue retention, we focus on adoption and engagement as our leading indicators. For renewal negotiation and upsell, we have an excellent team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Management model
• 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

• 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
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• 10-year exercise window for stock options