Manager of Strategic Customer Success

Ashby • ,

4d • $170,000 - $230,000

About The Position

Ashby is seeking a Manager of Strategic Customer Success to lead a team of CSMs serving the company's largest and most complex enterprise customers. This role involves building deep, consultative partnerships, identifying areas for improvement, driving meaningful change, and bringing a creative vision to the enterprise segment. The manager will coach their team to navigate enterprise partnerships, deepen engagement, identify successful strategies, and translate them into scalable approaches. Collaboration with leaders across Product, Implementation, Support, and Contract Management is essential. The position will also involve shaping how Ashby delivers value as the company scales upmarket, acting as a coach, sounding board, and champion for the CSM team, fostering their growth, building scalable systems, and advocating cross-functionally to help customers achieve exceptional outcomes with a rapidly evolving product.

Requirements

• Experience leading and developing Customer Success Managers in a SaaS environment.
• Ability to foster a culture of empathy, accountability, and continuous growth.
• Understanding of the enterprise customer lifecycle and experience improving onboarding, adoption, and retention through thoughtful, repeatable approaches.
• Experience working with enterprise customers and scaling their use case as they grow in complexity.
• Experience implementing and improving team processes, with a structured lens to scaling what works while staying adaptable.
• Comfort partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.
• A thoughtful, pragmatic, and eager approach to finding solutions that fit the unique needs of your team and customers.
• Comfort using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Deep understanding of B2B customer needs and a history of ensuring outstanding support 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

• Demonstrate clear communication, asking clarifying questions with precision and distilling complex concepts into simple, actionable themes.
• Deep listening skills, acting as an advocate for the Customer Success team and a voice of the customer to internal stakeholders.
• Advocating for your team by engaging actively in resourcing and headcount planning conversations with a clear point of view.
• A passion for coaching and seeing every teaching moment as an opportunity to help the team grow and develop.
• A structured problem-solving approach, thriving at solving complex challenges with innovative, scalable solutions.
• Eagerness to improve processes and workflows to enhance efficiency and efficacy.
• Detail-oriented with pride in strong internal operations.

Responsibilities

• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor
• Drive process optimization across the customer journey — with a particular focus on adoption and optimization
• Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management
• Balance building scalable process with delivering the bespoke experiences our most complex customers expect
• Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers

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