Manager of High Touch Customer Success

Ashby • ,

3d • $150,000 - $189,250

About The Position

Ashby is seeking a Manager of High Touch Customer Success to elevate the customer experience by coaching and developing a team of CSMs, while also helping them operate effectively at scale. This role involves identifying successful strategies, turning them into repeatable best practices, and building systems for consistent, strong outcomes across a large customer base. The Manager will partner closely with leaders across High Touch CS, Startup CS, Implementation, Support, and Contract Management to ensure customers have a remarkable experience with Ashby as the company scales. The primary focus is on driving adoption, value realization, and long-term partnership post-onboarding.

Requirements

• Experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product.
• Experience fostering a culture of empathy, accountability, and continuous growth.
• Deep experience driving adoption, retention, and long-term value realization.
• Understanding of how to help customers translate product usage into meaningful business outcomes.
• Experience implementing and improving team processes, with a structured approach to scaling what works.
• Comfortable building systems and playbooks that enable a team to deliver consistently across a large portfolio.
• Comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.
• Thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers.
• Comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes.
• Deep understanding of B2B customer needs and a track record of delivering high-quality, thoughtful customer experiences.
• Understanding of the full customer lifecycle, and how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.

Nice To Haves

• Communicate with clarity, asking thoughtful, precise questions and distilling complex concepts into simple, actionable insights.
• Listen deeply, acting as both an advocate for your team and a strong voice of the customer.
• Structured problem solver, tackling complex challenges with thoughtful, scalable solutions.
• Value process and scale, motivated to improve workflows and build systems that increase efficiency and consistency across the team.
• Operate with strong attention to detail, bringing rigor to internal operations and taking pride in executing at a high standard.
• Passionate coach, seeking opportunities to develop your team and elevate performance over time.
• Eagerness to roll up your sleeves and get into the weeds (e.g. call shadowing).
• Experience defining ideas and strategies and being responsible for their execution.
• Experience in a dynamic, complex, and evolving product environment.
• Experience building, iterating, and optimizing.
• Experience in a growing SaaS business.

Responsibilities

• Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success
• Uplevel team performance through 1:1 coaching, skill development, and strong operational rigor
• Drive scalable approaches to customer success, helping the team translate what’s working into repeatable best practices across a large portfolio
• Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle
• Be a key voice in evolving how we deliver consistent, high-quality experiences at scale

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Extended health benefits for you and your dependents
• Generous equipment, software, and office furniture budget

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed