Strategic Customer Success Manager
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Job Description
Strategic Customer Success Manager focused on guiding enterprise clients in maximizing product adoption at Ashby. Collaborating with key stakeholders to enhance customer health and retention.
Responsibilities:
- Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment.
- 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.
- 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:
- 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’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.
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.
- 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.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
- 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.
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