[Hiring] Head of Customer Education @Ashby

Role Description

Hi, I'm Casey, and I lead Customer Success Management and Customer Education at Ashby. I'm excited to be hiring our Head of Education at Ashby — a role that will drive forward our Recruiting Operations Consulting, Academy, and Product Enablement functions. You'll inherit a team of strong, motivated people and take on the work of further unifying them under a coherent educational strategy.

The goal of our Education team is to act as a CSM for every customer and GTM employee. We are principled in how we operate and create content and experiences that are truly useful to our audience.

• Our Academy consists of public-facing content and digital programs that aim to meet customers where they are.
• Our RecOps Consulting team brings deep operational expertise to customers who need more than product guidance.
• Our Product Enablement function exists to close the gap between what the product can do and what CS and sales teams can confidently apply in practice.

As Head of Education, you'll manage across all three of these functions and own the operating model that ties them together. At the start, this will mean being close to the work — managing ICs alongside early leaders and building out the leadership layer over time as the organization scales.

Day-to-day, this looks like:

• RecOps Consulting:
  • Overseeing RecOps Consulting, ensuring 1:1 customer engagements are driving real value.
  • Partnering with Professional Services on scoping and delivering paid RecOps engagements.
• Academy:
  • Partnering with the Manager of Academy on content strategy.
  • Building out new Academy programs, including a product certification path.
• Product Enablement:
  • Building out Product Enablement as a distinct function.
  • Designing a new hire onboarding experience that's more durable than what we have today.
• Team:
  • Building the operating infrastructure that lets all three functions scale.
  • Identifying where additional layers are needed to effectively scale the org.
• Representing CE externally through webinars, industry events, and customer sessions.

Qualifications

• Experience building and scaling Recruiting Operations, Customer Success, or Customer Education functions.

Requirements

• You think from first principles about education.
• You're a strong leader of leaders.
• You think in operating models.
• You're energized by being close to the work.
• You build strong cross-functional relationships.
• You're comfortable with ambiguity and motivated by building.
• You communicate with clarity and operate well in a writing-heavy culture.
• You think carefully about the full customer spectrum.
• You're comfortable hopping into new tools and figuring them out.
• You have a perspective on how consulting fits into an education strategy.

Benefits

• Opportunity to work with a talented and passionate team.
• 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 with all premiums covered.
• Automatic 401k match.

Interview Process

• Recruiter Screen — 30 minutes
• Hiring Manager Interview with Global Head of Customer Success — 45 minutes
• Presentation with CE team leads and cross-functional partners — 60 minutes
• Final Panel:
  • VP of CS — 30 minutes
  • CEO Interview — 30 minutes
  • Closing Questions — 15 minutes