Manager, Startup Customer Success

Ashby • ,

7d • $110,000 - $180,000 • Remote

About The Position

As the Manager of Startup Customer Success, you’ll help lead a team of about 7 CSMs who support Ashby’s early-stage customers. Our Startup segment is special; we work with fast-moving founders and hiring teams who are often learning both how to use Ashby and how to build recruiting habits. The team’s mission is to help them do both, through a combination of scalable onboarding, proactive enablement, and thoughtful human touch. You’ll be responsible for coaching and developing our CSMs, scaling effective practices, and ensuring our customers get the right help at the right time. You’ll partner closely with leaders from our Support, Contract Management, and High Touch Customer Success teams to deliver an excellent and consistent customer experience.

Requirements

• Experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment.
• Understanding of the customer lifecycle and experience improving onboarding, adoption, and retention through thoughtful, repeatable approaches.
• A structured approach to scaling what works, while remaining flexible.
• Comfort balancing 1:many engagement strategies with strong judgment around when dedicated support matters most.
• Experience with operations, process quality, internal tools, and smooth execution.
• Willingness to roll up your sleeves (e.g. inbox reviews, shadowing, quality checks) to uplevel the team and, when necessary, jumping in to help out yourself.
• Comfort using data and metrics to inform decision-making and continually improve the team and customer experience.
• Clear and careful communication, especially in fast-moving or ambiguous situations.
• Thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers.

Nice To Haves

• Pride in helping others succeed and finding energy in supporting others’ growth through 1:1s, shadowing, and candid feedback.
• A builder mindset, excited to improve what exists, create what doesn’t, and iterate quickly without sacrificing quality.
• Ability to bring clarity, structure, and a level head when things get busy or messy.
• Enjoyment of context switching, thriving in a high-variety environment from 1:1s to tooling workflows to strategy docs.
• Joy in systems, enjoying creating clean processes, clear documentation, and consistent execution, and helping others see it too.
• Belief in high standards, delivered kindly, holding the bar high while leading with empathy, curiosity, and care.
• A questioning attitude towards "How we’ve always done it," asking good questions, challenging stale assumptions, and welcoming better ways.
• A sense of ownership over the whole, seeing customer success as a team sport that includes Product, Support, and beyond.

Responsibilities

• Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes
• Foster team growth through 1:1s, skill-building, and thoughtful feedback
• Support team operations and quality assurance for our shared inbox, live customer engagements, and project work
• Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint
• Collaborate cross-functionally to evolve how Ashby supports its startup customers
• Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap

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