SMB Customer Success Manager - Americas

The role

SMB Customer Success Managers create onboarding materials, documentation, and e-webinars to enable customers to work independently. They manage a book of customers via a shared inbox and customer calls while also owning operational projects.

What you will do

• Create high-quality onboarding materials, documentation, and e-webinars
• Assist customers via email and customer calls
• Take ownership of a book of customers as the main point of contact in a shared inbox
• Hop on customer calls per SLAs
• Take ownership of medium and large projects core to team operations
• Build in-app onboarding experiences
• Create live and recorded webinar series
• Build retention best practices into customer engagement

Required qualifications

• At least 2 years of experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager
• 2+ years of customer-facing experience supporting a complex and rapidly evolving product
• Skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively
• Strong written and verbal communication skills

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 US employees and dependents with all premiums covered

Before you apply

• Initial Screen Interview
• Hiring Manager Interview
• Take Home Assessment
• Panel Interview

About the company

Ashby is a company that believes small teams with talented people and the right work environment deliver better performance. Their customer success department comprises five teams including Product Support and SMB Customer Success.