Strategy & Operations, Customer Success

Ashby • ,

7d • $168,500 - $221,875

About The Position

In this strategy and operations role, you will drive the strategy, processes, and data-driven insights that help Ashby’s Customer Success team deliver strong customer outcomes. Reporting to the Manager of Strategy and Operations and partnering closely with Customer Success leadership, you will define strategies and implement improvements to optimize customer health, retention, and revenue growth. You will help preserve the team’s high standard of customer care as the company scales by evolving its processes, tools, and insights to support sustainable growth.

The position combines strategic planning with hands-on execution. You will design frameworks and programs, identify actionable insights, and make data-informed recommendations across Customer Success. The role also involves cross-functional work with Finance, RevOps, Sales, Product, and Enablement to improve the customer journey, planning, systems, and adoption of new processes.

Ashby describes its interview process as a recruiter screen, hiring manager interview, challenge interview, and virtual onsite. The company is an equal opportunity employer and is committed to a fair and transparent hiring process.

Requirements

• Self-starter with an innately curious approach.
• SaaS and financial literacy, including an informed perspective on Customer Success benchmarks such as ideal book sizes.
• Strategic mindset and ability to distill data into actionable recommendations.
• Detail-oriented, with commitment to data accuracy and process quality.
• Experience in fast-growth SaaS environments, ideally in Customer Success or Revenue Operations.
• Skilled in CRM reporting; HubSpot experience is preferred.
• Ability to work autonomously and manage multiple tasks and deadlines effectively.
• Excellent verbal and written communication skills.
• Willingness to manage both high-level strategy and hands-on execution.
• Comfort with ambiguity and work across multiple teams and projects.

Nice To Haves

• Experience in a Customer Success or Revenue Operations role in a fast-growth SaaS environment.
• HubSpot experience.

Responsibilities

• Develop and refine processes, tools, and workflows to scale Customer Success operations, including customer segmentation, onboarding workflows, lifecycle mapping, and playbooks.
• Partner with stakeholders on reporting and analysis of NRR, GRR, churn, product adoption, health scores, and customer sentiment; use findings to provide early warnings and refine Customer Success strategies.
• Improve the end-to-end customer journey and transitions across post-sales touch points, from onboarding through support and renewal.
• Collaborate with Finance and Customer Success leadership on planning cycles, including headcount planning, capacity modeling, and quota setting; provide historical data to inform decisions.
• Identify inefficiencies and improve Customer Success workflows, onboarding, account transitions, and renewal processes; implement KPIs to measure strategic initiatives.
• Define business requirements for improving Customer Success efficiency, efficacy, and scalability, and partner with RevOps teammates to implement changes to tools such as CRM and health-scoring platforms.
• Collaborate with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
• Lead rollout and adoption of new Customer Success processes and workflows, partnering with Enablement on larger change programs.

Benefits

• 10-year exercise window for stock options.
• Unlimited paid time off, with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US, with plans to expand to employees in other countries as situations arise.
• 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 premiums covered by Ashby.

What This Job Offers

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