SMB Customer Success Manager - Americas

Ashby • ,

28d • $80,000 - $138,000 • Remote

About The Position

Ashby is seeking an SMB Customer Success Manager to join their team, serving early-stage customers programmatically. These customers are learning to build hiring excellence into their organizations. The role involves creating high-quality onboarding materials, documentation, and e-webinars to enable customer independence, with support available via email and calls as needed. This is a mid-level role requiring at least 2 years of experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager. The successful candidate will manage a book of customers, serve as the main point of contact in a shared inbox, handle customer calls per SLAs, and take ownership of medium and large projects core to the team's operations. Existing team projects include building an in-app onboarding experience, creating a live webinar series, and integrating retention best practices.

Requirements

• 2+ years of customer-facing experience supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling).
• Enjoy becoming a subject matter and product expert to help deliver excellent experiences.
• Skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively.
• Possess keen attention to detail, ensuring thorough, clear, and empathetic email and live responses.
• Strong written and verbal communication skills, effectively communicating with diverse user groups.
• Curious, seeking answers beyond the surface level to understand customer use cases and processes.
• Willingness to speak up or act when seeing something that could be improved.

Nice To Haves

• Experience in a pooled approach (1:many) customer service model.
• Excited to partner long-term with customers, including ongoing engagement that drives best practices in revenue retention.
• Enjoy problem-solving and troubleshooting features for companies at varying levels of maturity.
• Enjoy projects and developing internal processes.
• Keen on identifying and offering alternatives for stale processes/practices.

Responsibilities

• Create high-quality onboarding materials, documentation, and e-webinars.
• Assist customers via email and customer calls when needed.
• Take ownership of a book of customers, acting as the main point of contact.
• Hop on customer calls per SLAs.
• Take ownership of medium and large projects that are core to the team’s operations.

Benefits

• 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.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.
• Top-notch health insurance for you and your dependents (US-based), with all premiums covered.

What This Job Offers

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