High Touch Customer Success Manager

Hi, I’m Casey and I’m the Head of High Touch Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market and enterprise segments. We’ve been growing rapidly, and today our broader team includes 11 Customer Success Managers, 3 Onboarding Specialists, and 3 Contract Managers across the US and EMEA. I'm thrilled to be hiring our next CSM in the Americas as we continue expanding (ideally, located in the PST time zone).

In this role, you'll onboard, train, and support the adoption of Ashby with a wide range of customers - focusing on improved product adoption and increased customer health. You will shape how we serve customers ranging from high growth startups to public companies.

Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. 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.

Role Requirements:

• You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies.
• You have managed varying sizes of customers and books of business in the mid market segment.
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring trainings and product walk throughs to address a customer’s specific challenges.

You Should Apply If:

• 📣 You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon.
• 🎧 You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value.
• 🧑‍🏫 You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity.
• ⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future.
• 🔍 Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates.
• ⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively.
• 👨‍👨‍👧‍👧 You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!
• 📊 You are always looking for ways to improve your work through data.