SMB Customer Success Manager - Americas

Ashby • ,

10d • $80,000 - $138,000

About The Position

Ashby is hiring an SMB Customer Success Manager in the US or Canada to support early-stage customers through a programmatic, pooled (1:many) customer success model. The role combines customer support and long-term engagement with ownership of operational projects that improve customer outcomes and team workflows.

The manager will own a book of customers as the main point of contact through a shared inbox and customer calls, responding according to service-level agreements. They will develop onboarding materials, documentation, and webinars that help customers use Ashby independently, and provide direct assistance when needed. The role also includes medium- and large-scale projects, such as developing in-app onboarding, webinar and recorded content, and retention practices that extend beyond onboarding.

Ashby describes this as a mid-level role and requires at least two years of experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager. The successful candidate will become a product and subject-matter expert, troubleshoot complex customer challenges, communicate clearly and empathetically, and identify improvements to customer-facing and internal processes. Customer engagement continues beyond onboarding, with a focus on retention and helping customers build effective hiring practices.

Requirements

• At least 2 years of experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager.
• At least 2 years of customer-facing experience supporting a complex and rapidly evolving product.
• Ability to become a subject-matter and product expert and help customers solve complex challenges.
• Skill in defining problem scope and developing comprehensive solutions independently and collaboratively.
• Strong problem-solving and troubleshooting ability, including evaluating multiple possible solutions.
• Keen attention to detail and the ability to provide thorough, clear, and empathetic written and live responses.
• Strong written and verbal communication skills for working with diverse user groups.
• Curiosity and willingness to investigate customer use cases and workflows beyond surface-level information.
• Comfort working in a pooled 1:many customer-success model, balancing customer interactions with project work, and engaging with customers beyond onboarding.

Responsibilities

• Own a book of customers and serve as their main point of contact through the shared inbox.
• Join customer calls in accordance with service-level agreements.
• Create onboarding materials, documentation, and e-webinars that help customers get started independently.
• Assist customers by email and on calls when needed.
• Own medium- and large-scale projects that support team operations and positive customer outcomes.
• Develop customer engagement and retention best practices that extend beyond onboarding.
• Help customers troubleshoot complex challenges and identify the best path forward for their needs.
• Identify stale processes or practices and propose more effective alternatives.

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; Ashby plans to expand this to employees in 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.
• For US employees, health insurance for employees and dependents with all premiums covered by Ashby.

What This Job Offers

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