Manager of Strategic Customer Success

The role

You will lead and coach a team of CSMs serving Ashby's largest and most complex enterprise customers. You will drive process optimization, advocate for the team cross-functionally, and build scalable systems to deliver value as the company scales upmarket.

What you will do

• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor
• Drive process optimization across the customer journey with a 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 bespoke experiences for complex customers
• Evolve how the company delivers consistent, high-quality outcomes for Enterprise customers

Required qualifications

• Experience leading and developing Customer Success Managers in a SaaS environment
• Experience coaching teams that support a technically complex product
• Understanding of the enterprise customer lifecycle
• Experience working with enterprise customers and scaling their use case
• Experience implementing and improving team processes
• Ability to partner with teams like Sales, Product, and Support
• Ability to use data and metrics to drive decision-making
• Deep understanding of B2B customer needs
• Understanding of the full customer lifecycle and cross-functional handoffs
• Experience leading an upmarket Customer Success team in a growing B2B SaaS business

Nice to have

• Clear communication
• Deep listening skills
• Active engagement in resourcing and headcount planning
• Love for coaching
• Structured problem solver
• Eagerness to improve processes and workflows
• Detail oriented

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with more expensive items covered with manager approval
• Extended health benefits for you and your dependents
• Generous equipment, software, and office furniture budget

Before you apply

• Recruiter Screen
• Hiring Manager Interview with Head of Strategic Customer Success
• Presentation Round
• Final Round including interview with VP of Customer Success and CEO

About the company

Ashby is building the next generation of enterprise software, including a suite of products to help talent leaders, recruiters, and hiring managers run their hiring process. The company is well funded and has thousands of customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier.