Strategy & Operations, Customer Success

The role

You will drive strategy, processes, and data-driven insights to empower the Customer Success Team. You will define strategies and execute improvements to optimize customer health, retention, and revenue growth.

What you will do

• Develop and refine processes, tools, and workflows to scale Customer Success operations.
• Partner with internal stakeholders on reporting and analysis of metrics like NRR, GRR, churn, product adoption, health score, and customer sentiment.
• Enhance the end-to-end customer journey from onboarding through support and renewal.
• Collaborate with Finance and CS leadership on planning cycles, headcount planning, capacity modeling, and quota setting.
• Identify inefficiencies and implement improvements to CS workflows, onboarding, account transitions, and renewal processes.
• Implement and deploy KPIs to measure performance against strategic initiatives.
• Define business requirements to improve Customer Success efficiency and scalability.
• Partner with RevOps teammates to implement changes to tools like CRM and health scoring platforms.
• Ensure alignment with Sales, Product, and other teams.
• Lead the roll-out and adoption of new processes or workflows to the CS team.

Required qualifications

• SaaS and financial literacy
• Strategic mindset with ability to distill data into actionable recommendations
• Detail-oriented and committed to data accuracy and process quality
• Experience in fast-growth SaaS environments in a Customer Success or Revenue Operations role
• Skilled in CRM reporting
• Ability to work autonomously and manage multiple tasks and deadlines
• Excellent verbal and written communicator

Nice to have

• HubSpot experience

Benefits

• 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
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items covered with manager approval
• Top-notch health insurance for you and your dependents in the US with all premiums covered

Before you apply

• Recruiter Screen with Talent Acquisition Team
• Hiring Manager Interview
• Challenge Interview
• Virtual Onsite

About the company

Ashby is a company that values caring deeply about customers. They are committed to a diverse and inclusive workforce.