Manager of Strategic Customer Success

Job Overview

Hi, I’m Loren , the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space.

One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale.

Job Description

You know how to foster a culture of empathy, accountability, and continuous growth.

Customer Journey Expertise : You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.

Key Responsibilities

• My team is dedicated to building deep, consultative partnerships within the Enterprise space.
• One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale.
• In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers.
• A key part of this role is helping your team navigate the nuances of enterprise partnerships - building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business.
• You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management.
• About the Role As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket.
• You'll be the team's coach, sounding board, and champion - helping CSMs grow, building systems that scale, and advocating cross-functionally - all in service of helping customers drive exceptional outcomes with a rapidly evolving product.
• As our Manager of Strategic Customer Success, you’ll: Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership Uplevel team performance through 1:1 coaching, skill development, and operational rigor Drive process optimization across the customer journey - with a particular focus on adoption and optimization Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management Balance building scalable process with delivering the bespoke experiences our most complex customers expect Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers Role requirements : Team Leadership & Coaching : You have experience leading and developing Customer Success Managers in a SaaS environment.

Required Skills and Qualifications

• About the Role As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket.
• As our Manager of Strategic Customer Success, you’ll: Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership Uplevel team performance through 1:1 coaching, skill development, and operational rigor Drive process optimization across the customer journey - with a particular focus on adoption and optimization Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management Balance building scalable process with delivering the bespoke experiences our most complex customers expect Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers Role requirements : Team Leadership & Coaching : You have experience leading and developing Customer Success Managers in a SaaS environment.
• Cross-functional Collaboration : You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.
• Data-Driven : You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Customer-First Thinking : You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
• We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.
• We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Benefits and Perks

• Here is the process in its entirety: 30 min - Recruiter Screen 45 min - Hiring Manager Interview with Head of Strategic Customer Success Presentation Round Final Round 30 min - Interview with VP of Customer Success 30 min - Interview with CEO 10 min - Closing Questions with Hiring Manager Benefits You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• Unlimited PTO with four weeks is recommended per year.
• Expect “Vacation?” in our one-on-one agenda until you start taking it Twelve weeks of fully paid family leave in the US .
• $100/month education budget with more expensive items (like conferences) covered with manager approval Extended health benefits for you and your dependents (subject to availability with our Employer of Record) Generous equipment, software, and office furniture budget.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Ashby is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.