Startup Customer Success Manager - Americas

Ashby • San Francisco, CA

6d • Remote

About The Position

Ashby is hiring a Startup Customer Success Manager to join its team, which currently consists of fifteen members across the US, Canada, and EMEA. This team programmatically serves early-stage customers, helping them not only learn the software but also build hiring excellence into their growing organizations. Startup Customer Success Managers are responsible for creating high-quality onboarding materials, documentation, and e-webinars to enable independent customer setup. They also provide assistance via email and customer calls as needed. This is a mid-level role requiring at least 2 years of full-time experience in a similar customer success, account management, or program management capacity.

Requirements

• At least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager.
• 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 when assisting customers in solving complex challenges.
• Skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively.
• Possess keen attention to detail, ensuring email and live responses are thorough, clear, and empathetic.
• Strong written and verbal communication skills.
• Curious—both in addressing customers and creating solutions that improve workflows.

Nice To Haves

• Enjoy working with a pooled approach (1:many) to customer interactions.
• Excited to partner long-term with customers, including ongoing engagement that drives best practices in revenue retention.
• Enjoy problem-solving and troubleshooting complex challenges that may have multiple solutions.
• Like taking on projects that help drive positive outcomes for customers and internal teams.
• Keen on speaking up or acting when identifying areas for improvement in product or internal processes.

Responsibilities

• Create high-quality onboarding materials, documentation, and e-webinars that enable customers to get up and running independently.
• Assist customers via email and customer calls when needed.
• Take ownership of a book of customers, serving as the main point of contact in the shared inbox.
• Hop on customer calls per established SLAs.
• Take ownership of medium and large projects that are core to the team’s operations.
• Become a subject matter and product expert to deliver excellent experiences and assist customers in solving complex challenges.
• Define the scope of problems and create comprehensive solutions independently and collaboratively.
• Identify processes/practices that have grown stale and offer 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.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.
• Top-notch health insurance for you and your dependents, with all premiums covered by us (if in the US).

What This Job Offers

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