Senior Strategic Implementation Specialist - Americas

Ashby • ,

3d • $150,000 - $200,000 • Remote

About The Position

Ashby is hiring a Senior Strategic Implementation Specialist for its Professional Services team within the Customer Success organization. The role manages and executes end-to-end implementations of Ashby’s solution for new customers, primarily in the Strategic (predominantly Enterprise) segment. The specialist develops and executes implementation plans that establish a strong foundation, create a clear path forward, and help customers reach value quickly and achieve their desired outcomes.

The role requires managing several complex implementations concurrently in a high-growth B2B SaaS environment, guiding customers through technical setup and change management, and serving as a proactive customer advocate. The specialist advises on software best practices, solves implementation challenges, improves processes, and collaborates with stakeholders across Customer Success, Sales, Product, Engineering, and Operations. The position is remote-first and may require travel of less than 10% for strategic customer engagements.

Requirements

• Extensive experience managing and executing several complex implementation and onboarding projects concurrently in a high-growth B2B SaaS organization.
• Strong understanding of complex, configurable B2B SaaS products, including multi-step workflows, multiple core workflows, and integrations with other systems.
• Ability to manage implementation plans, align stakeholders, communicate clearly, and deliver against agreed expectations.
• Strong customer communication, listening, relationship-building, and customer advocacy skills.
• Experience navigating change management and helping customers adapt to new systems and approaches.
• Ability to advise customers on software best practices.
• Critical thinking and problem-solving skills, with a proactive approach to addressing customer opportunities and improving processes.
• Ability to collaborate effectively with cross-functional stakeholders.
• Technical proficiency, attention to detail, adaptability, and a data-driven approach to decisions and measuring success.
• Ability to work effectively in a remote-first setting and travel less than 10% as needed for strategic customer engagements.

Nice To Haves

• Ashby or applicant tracking system (ATS) experience.
• Experience coaching and teaching customers.

Responsibilities

• Manage and execute end-to-end implementations and onboarding projects for new customers, primarily in the Strategic (predominantly Enterprise) segment.
• Define implementation work, align stakeholders, communicate project plans, and deliver results according to agreed expectations.
• Keep implementation teams on track and ensure milestones are met across multiple concurrent projects.
• Develop and execute plans that support positive customer experiences and expedited time to value.
• Understand customer needs and tailor implementations to their requirements while maintaining strong engagement and communication.
• Act as the customer’s proactive guide and advocate throughout implementation, and represent the customer’s voice to internal stakeholders.
• Help customers navigate change management and adapt to new systems and approaches.
• Advise customers on software usage best practices to support optimal value.
• Identify customer opportunities and implementation challenges, think critically about solutions, and improve processes and workflows.
• Collaborate with stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

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, with plans to expand to other countries as situations arise.
• Generous equipment, software, and office furniture budget.
• $100 per month education budget; more expensive items such as conferences may be covered with manager approval.
• Emphasis on high-quality work and time to do things thoughtfully.
• Opportunity to work with a product that prospects and customers are excited about.

What This Job Offers

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