[Hiring] SMB Customer Success Manager @Ashby

Role Description

We’re excited to be hiring another SMB Customer Success Manager in the US or Canada. Our SMB Customer Success Team serves our early-stage customers programmatically. These customers are special to us because they aren’t just learning our software; they are learning how to build hiring excellence into the DNA of their growing organizations.

In this role, you’ll take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs. You’ll also take ownership of medium and large projects that are core to our team’s operations. Existing projects our team has taken on include:

• Building an in-app onboarding experience using Amplitude
• Creation of a live, foundational webinar series + recorded content
• Building retention best practices into our engagement with customers that extend well beyond just onboarding

Qualifications

• 2+ years of customer-facing experience supporting a complex and rapidly evolving product (for complexity, think tools like Zapier, HubSpot, and Acuity Scheduling).
• Enjoy becoming a subject matter and product expert to help deliver excellent experiences when assisting customers in solving complex challenges.
• Skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively.
• Possess keen attention to detail, ensuring thorough, clear, and empathetic responses.
• Strong written and verbal communication skills, effectively communicating with diverse user groups.
• Curious in addressing customers and creating solutions that improve workflows.

Requirements

• You should not apply if you’d prefer to work one-on-one with a small book of customers.
• You feel like the customer journey ends once a customer is onboarded.
• You don’t enjoy problem-solving.
• You don’t like projects.
• You are not keen on speaking up or acting when you see something that could be improved.

Benefits

• 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 by us.

Company Description

Ashby Customer Success comprises five teams:

• Product Support
• SMB Customer Success
• High Touch Customer Success
• Recruiting Operations & Professional Services
• Contracts Management

Our Engineering, Product, and Design teams spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. As they do that, our GTM teams spend a lot of time building a best-in-class customer experience.