Strategic Customer Success Manager - Americas

Ashby • San Francisco, CA

12d

About The Position

Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment. We’re thrilled to be hiring our next Strategic CSM as we continue to grow the team. In this role, you'll guide Ashby's biggest customers - focusing on improved product adoption and increased customer health. You will shape how we serve customers ranging from high growth organizations to public companies. Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence.

Requirements

• Strong track record of customer success experience in B2B SaaS (at least five years)
• Experience supporting the implementation and adoption of complex technologies through the customer journey
• Comfortable managing a book of ~20 strategic customers, exceeding $2m in total ARR
• Enjoy multi-threading, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• Love becoming a product and industry expert
• Ability to create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges so they achieve their intended business outcomes
• Worked with technically complex products and show a strong curiosity to explore details and understand how things work
• Communicate with precision and clarity, able to explain complex things simply and confidently
• A listener first, seeking to understand customer needs and advocating for them internally
• Thrive in complexity, energized by learning a product with depth and translating that knowledge into creative solutions
• Excited to help shape a new segment, iterating on playbooks and turning learnings into repeatable processes
• Detail oriented (e.g., sending crisp follow-up emails, real-time CRM updates)
• Always looking for ways to improve work through data
• Not afraid of rolling up your sleeves and getting into the weeds with a customer about the nuance between a time in process report and a time to hire report, or project managing a workflow change for offer approvals

Nice To Haves

• May have been a recruiter, hiring manager, or interviewer before (this experience helps quickly connect Ashby’s workflows to real-world hiring problems)

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 ~20 strategic customers, exceeding $2m in total ARR
• Multi-thread and develop relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• Work closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• Create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges so they achieve their intended business outcomes
• Iterate on playbooks, help learn what works, and turn those learnings into repeatable processes for the team (shaping a new segment)
• Improve work through data

Benefits

• Time to do things the right way; emphasis on high quality work and avoiding quick hacks as much as possible
• 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-tier health insurance for you and your dependents, with 100% of premiums covered by Ashby (if in the US)
• 3% 401k match (if in the US)

What This Job Offers

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