[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 ‘Ah ha!’ moments by tailoring training and product walkthroughs to address a customer’s specific challenges.
• Experience with technically complex products and a strong curiosity to explore details and understand how things work.

Requirements

• Demonstrate mastery of clear communication; ask questions with precision and explain complex concepts in simple terms.
• Great listener; provide the voice of the customer to internal stakeholders.
• Enjoy working with a larger book of varied customers and can effectively prioritize time.
• Energized by learning and supporting a complex product; enjoy diving deep into technical details.
• Love to teach; see every teaching moment as an opportunity.
• Detail-oriented; obsess over sending crisp follow-up emails and take pride in internal operations.
• Move fast; leverage tools/technology to maximize time.
• Energized by an ever-improving work environment; live by the Operating Principle of "Implement Continuous Improvement".
• Always looking for ways to improve work through data.

Benefits

• Emphasis on high-quality work; avoid quick hacks as much as possible.
• 10-year exercise window for stock options; purchase stock options when financially comfortable.
• Unlimited PTO; expect “Vacation?” in one-on-one agenda until you start taking it.
• Twelve weeks of fully paid family leave.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.
• Private medical insurance, dependent on your region.

Company Description

We’re building the next generation of enterprise software, and we’re 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, including Opendoor, Plaid, Airtable, Snyk, Benchling, and SalesLoft.

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

Interview Process

Our interview process is thorough - we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• Intro Call with Ashby Recruiting - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Take-Home/Presentation Interview - 45 Minutes
• Panel Interview - 1 hour

Rather than a traditional panel interview with a large group, we structure our panel into two focused conversations. This gives you the opportunity to meet with multiple team members in a more conversational setting centered on specific topics.