Startup Customer Success Manager - Americas

Ashby • ,

1d • $80,000 - $120,000 • Remote

About The Position

Ashby is seeking a Startup Customer Success Manager for the Americas region. This role is part of the Startup Customer Success Team, which serves early-stage customers by helping them build hiring excellence into their organizations. The Customer Success Managers create onboarding materials, documentation, and e-webinars for independent customer use, and also provide assistance via email and customer calls. This is a mid-level role requiring at least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager. In this position, you will manage a book of customers, serve as their main point of contact, and handle customer calls according to SLAs. You will also lead medium and large projects crucial to the team's operations, such as building in-app onboarding experiences, creating webinar series, and developing 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.
• Keen attention to detail, ensuring thorough, clear, and empathetic responses.
• Strong written and verbal communication skills.
• Curious and enjoy digging into customer use cases to learn more about their processes.
• Willingness to speak up or act when seeing something that could be improved.

Responsibilities

• Create high-quality onboarding materials, documentation, and e-webinars.
• Assist customers via email and customer calls.
• Take ownership of a book of customers and act as the main point of contact.
• Handle customer calls per SLAs.
• Take ownership of medium and large projects core to the team's operations.
• Build an in-app onboarding experience.
• Create a live, foundational webinar series and recorded content.
• Build retention best practices into customer engagement beyond onboarding.

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