Strategic Customer Success Manager – Americas

Job Overview

About this Role 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.

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.

Job Description

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’re comfortable managing a book of ~20 strategic customers, exceeding $2m in total ARR. You enjoy multi-threading, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention.

You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations. You love becoming a product and industry expert. You 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.

You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work. You Should Apply If: You communicate with precision and clarity.

Key Responsibilities

• My team is dedicated to building deep, consultative partnerships within the Enterprise space.
• You will shape how we serve customers ranging from high growth organizations to public companies.
• 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.
• Role Requirements: You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies through the customer journey.
• You enjoy multi-threading, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention.
• You may have been a recruiter, hiring manager, or interviewer before.
• While our team's north star metric is revenue retention, we focus on adoption and engagement as leading indicators.
• For renewal negotiation and upsell, we have a remarkable team of Contract Managers.

Required Skills and Qualifications

• Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment.
• Role Requirements: You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies through the customer journey.
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Ashby is powerful and highly configurable; you’re energized by learning a product with depth, and you can translate that knowledge into creative solutions for your customers.
• That experience helps you quickly connect Ashby’s workflows to real-world hiring problems (though it’s not required).
• You're interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work).
• We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Benefits and Perks

• 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 .
• If you’re in the US, we offer top-tier health insurance for you and your dependents, with 100% of premiums covered by Ashby.
• We also offer a 3% 401k match.

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.