Strategic Customer Success Manager – Americas

Strategic Customer Success Manager – Americas

Ashby is seeking a Senior Strategic Customer Success Manager to join our growing team. This is a remote, permanent position based in the USA, focused on building deep, consultative partnerships with our enterprise clients.

About the Role

As a Strategic Customer Success Manager, you will be instrumental in shaping and scaling an exceptional customer experience for Ashby's largest clients. You will focus on driving product adoption, improving customer health, and ensuring our enterprise customers achieve their desired business outcomes. You will become a product and domain expert, enabling customers to leverage Ashby for hiring excellence.

Key Responsibilities

• Guide Ashby's largest customers, focusing on enhanced product adoption and customer health.
• Develop deep, consultative partnerships with enterprise clients, ranging from high-growth organizations to public companies.
• Become a product and domain expert to enable customers to maximize their use of Ashby.
• Tailor configurations, drive product adoption, and craft training to address specific customer challenges.
• Collaborate closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Manage a portfolio of approximately 20 strategic customers, representing over $2 million in total Annual Recurring Revenue (ARR).
• Develop relationships across a broad set of customer stakeholders and support existing teams to drive adoption and retention.

Requirements

• A minimum of five years of customer success experience in B2B SaaS, supporting the implementation and adoption of complex technologies.
• Proven ability to manage a book of strategic customers and exceed revenue targets.
• Experience working with technically complex products and a strong curiosity to understand intricate details.
• Excellent communication skills with the ability to explain complex concepts clearly and concisely.
• Strong listening skills and the ability to advocate for customer needs internally.
• A proactive approach to problem-solving and a willingness to dive into product details.
• Experience in shaping and evolving customer success strategies for new segments.
• Detail-oriented with a commitment to high-quality work and internal operations.
• Data-driven approach to improving work and customer outcomes.
• Previous experience as a recruiter, hiring manager, or interviewer is beneficial but not required.

About Ashby

Ashby is building the next generation of enterprise software, starting with a suite of products designed to significantly improve hiring processes. We are a well-funded company backed by prominent investors and have thousands of satisfied customers, including leading organizations like Snowflake, OpenAI, Shopify, and Notion. We are experiencing rapid growth with tens of millions in ARR, growing over 100% year over year, and maintaining best-in-class retention metrics.

What We Offer

• An environment that emphasizes high-quality work and avoids quick fixes.
• A 10-year exercise window for stock options.
• Unlimited Paid Time Off (PTO) with a recommended four weeks per year.
• Twelve weeks of fully paid family leave (US-based, with plans for international expansion).
• A generous budget for equipment, software, and office furniture.
• A $100 monthly education budget, with potential for coverage of larger items like conferences.
• Top-tier health insurance for US-based employees and dependents, with 100% of premiums covered by Ashby.
• A 3% 401k match for US-based employees.

Interview Process

Our interview process is designed to ensure a mutual fit and includes:

• Intro Call with Ashby Recruiting (30 Minutes)
• Hiring Manager Interview (45 Minutes)
• Take-Home Assignment/Presentation (45 Minutes)
• Panel Interview (2 Hours) - Structured as a series of smaller, conversational sessions focused on problem-solving, sales collaboration, and product complexity.