[Hiring] Manager of Strategic Customer Success @Ashby

Role Description

As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product.

As our Manager of Strategic Customer Success, you’ll:

• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership.
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor.
• Drive process optimization across the customer journey — with a particular 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 the bespoke experiences our most complex customers expect.
• Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers.

Qualifications

• Team Leadership & Coaching: Experience leading and developing Customer Success Managers in a SaaS environment.
• Customer Journey Expertise: Understanding of the enterprise customer lifecycle and improving onboarding, adoption, and retention.
• Up Market Motion: Experience working with enterprise customers and scaling their use case.
• Operational Mindset: Experience implementing and improving team processes.
• Cross-functional Collaboration: Comfortable partnering with teams like Sales, Product, and Support.
• Problem-Solving Orientation: Thoughtful and pragmatic in finding solutions.
• Data-Driven: Comfortable using data and metrics for decision-making.
• Customer-First Thinking: Deep understanding of B2B customer needs.
• Lifecycle Awareness: Knowledge of the full customer lifecycle and effective cross-functional partnerships.

Requirements

• Demonstrate clear communication.
• Ask clarifying questions with precision and distill complex concepts into simple themes.
• Listen deeply and advocate for the Customer Success team.
• Engage actively in resourcing and headcount planning conversations.
• Love to coach and see every teaching moment as an opportunity.
• Be a structured problem solver and thrive at solving complex challenges.
• Value process improvement to enhance efficiency and efficacy.
• Be detail-oriented and take pride in strong internal operations.

Benefits

• Time to do things the right way; emphasis on high-quality work.
• Work with a product that prospects & customers are excited about.
• Competitive compensation offered.
• 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 manager approval for more expensive items.
• Extended health benefits for you and your dependents.
• Generous equipment, software, and office furniture budget.