Manager – Strategic Customer Success
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Job Description
Manager of Strategic Customer Success leading a team of CSMs at Ashby. Fostering customer partnerships and driving process optimization in a fast-paced environment.
Responsibilities:
- 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
Requirements:
- Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment. 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.
- Up Market Motion: You have worked with enterprise customers and scaled their use case as they grow in complexity.
- Operational Mindset: You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable.
- Cross-functional Collaboration: You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.
- Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers.
- 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.
- Lifecycle Awareness: You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.
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.
- You get to work with a product that our prospects & customers are truly excited about.
- Competitive compensation is offered.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby — do it when you feel financially comfortable.
- 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*.* We plan to expand this to employees in other countries as situations arise.
- $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. Get what you need to be happy and productive!
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