[Hiring] Mid-Market Customer Success Manager @Ashby

Role Description

Hi, Denise here and I am the Head of Mid-Market Customer Success at Ashby 👋. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding, we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth startups to public companies.

As a member of our Customer Success team, you will help us continue to grow our High Touch Mid-Market Customer Success function. In this role, you'll implement, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team.

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.

Qualifications

• Strong track record of customer success experience in B2B SaaS (at least two years).
• Experience managing a book of ~60 mid-market customers, exceeding $1.5M in total ARR.
• Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Ability to create tailored training and product walkthroughs to address specific customer challenges.
• Experience with technically complex products and a strong curiosity to explore details.

Requirements

• Demonstrate mastery of clear communication, asking precise questions and explaining complex concepts simply.
• Great listener, providing the voice of the customer to internal stakeholders.
• Enjoy working with a larger book of varied customers and effectively prioritizing time.
• Energized by learning and supporting a complex product, diving deep into technical details.
• Passionate about teaching, regardless of the audience's experience level.
• Excited about driving renewals and crafting repeatable processes for scalability.
• Detail-oriented, with a focus on crisp follow-up and internal operations.
• Fast-paced, leveraging tools/technology to maximize time management.
• Energized by an ever-improving work environment, living by the principle of "Implement Continuous Improvement."
• Always looking for ways to improve work through data.
• Previous experience as a recruiter, hiring manager, or interviewer is a plus but not required.

Benefits

• Emphasis on high-quality work, avoiding quick hacks.
• 10-year exercise window for stock options.
• Unlimited PTO.
• Twelve weeks of fully paid family leave.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with manager approval for more expensive items.

Company Description

We’re building the next generation of enterprise software, starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. We are well-funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We publicly launched in October 2022 and are already working with thousands of amazing companies.

We’ve built an incredible team and exceptional product over the past couple of years, and we truly are just getting started. In short, this is the perfect time to join 🚀

Interview Process

• Intro Call with Ashby Recruiting - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Take-Home/Presentation Interview - 45 Minutes
• Panel Interview - 2 hours