Strategic Customer Success Manager - Americas

Ashby • ,

16d • $150,000 - $189,000 • Remote

About The Position

Ashby is seeking a Strategic Customer Success Manager (CSM) for the Americas region to join their growing team. This role focuses on building deep, consultative partnerships with Enterprise clients, aiming to improve product adoption and customer health. The CSM will become a product and domain expert to help customers maximize the use of Ashby for hiring excellence. The position involves guiding Ashby's largest customers, ranging from high-growth organizations to public companies, and shaping the customer experience within the Enterprise Segment.

Requirements

• At least five years of customer success experience in B2B SaaS.
• Experience supporting the implementation and adoption of complex technologies through the customer journey.
• Comfort managing a book of ~20 strategic customers, exceeding $2m in total ARR.
• Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Experience with technically complex products.
• Strong communication skills, able to explain complex topics simply and confidently.
• Strong listening skills, seeking to understand customer needs.
• Ability to thrive in complexity and learn a product with depth.
• Detail-oriented, with a focus on crisp follow-up emails and timely operations.
• Ability to use data to improve work.

Nice To Haves

• Experience as a recruiter, hiring manager, or interviewer.

Responsibilities

• Guide Ashby's biggest customers, focusing on improved product adoption and increased customer health.
• Shape how Ashby serves customers ranging from high growth organizations to public companies.
• Become a product and domain expert to enable customers to make the best use of Ashby to drive hiring excellence.
• Manage a book of approximately 20 strategic customers, exceeding $2m in total ARR.
• Multi-thread and develop relationships across a broad set of stakeholders.
• Support existing teams to drive adoption and retention.
• Work closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Tailor configuration, drive product adoption, and craft training to address a customer’s specific challenges so they achieve their intended business outcomes.
• Explore details and understand how technically complex products work.
• Communicate with precision and clarity, explaining complex topics simply and confidently.
• Listen to understand customer needs and advocate for them internally.
• Translate product knowledge into creative solutions for customers.
• Iterate on playbooks and help shape the evolving strategic customer motion.
• Turn learnings into repeatable processes for the team.
• Maintain real-time CRM updates and take pride in internal operations.
• Use data to improve work.
• Connect Ashby’s workflows to real-world hiring problems.

Benefits

• Emphasis on high-quality work and avoiding quick hacks.
• 10-year exercise window for stock options.
• Unlimited PTO with a recommendation of four weeks 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-tier health insurance for employees and dependents in the US, with 100% of premiums covered by Ashby.
• 3% 401k match in the US.

What This Job Offers

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