Startup Customer Success Manager – Americas

Startup Customer Success Manager – Americas

Ashby is seeking a motivated and experienced Startup Customer Success Manager to join our growing team. This is a remote, permanent, mid-level position based in the USA or Canada, focusing on supporting our early-stage customers.

About the Role

As a Startup Customer Success Manager, you will be instrumental in helping our early-stage customers build hiring excellence into their organizations by leveraging Ashby's software. You will create high-quality onboarding materials, documentation, and webinars, and provide direct support via email and calls when needed. This role involves taking ownership of a book of customers, acting as their primary point of contact, and managing key projects that enhance our team's operations and customer experience.

Key Responsibilities

• Serve as the main point of contact for a portfolio of startup customers via a shared inbox and direct customer calls.
• Develop and deliver engaging onboarding materials, documentation, and e-webinars to enable customer independence.
• Assist customers in resolving complex challenges by becoming a subject matter and product expert.
• Take ownership of medium and large projects focused on improving team operations and customer success initiatives.
• Contribute to building retention best practices and driving customer engagement beyond onboarding.
• Identify and propose solutions for complex customer and internal process challenges.
• Maintain clear, empathetic, and detailed communication with customers and internal teams.

Requirements

• A minimum of 2 years of customer-facing experience in a full-time role such as Startup Customer Success Manager, Account Manager, or Program Manager.
• Experience supporting a complex and rapidly evolving product (e.g., tools like Zapier, HubSpot, Acuity Scheduling).
• Demonstrated ability to become a subject matter and product expert.
• Strong skills in defining problems, creating comprehensive solutions, and taking action.
• Excellent attention to detail, with a talent for clear, thorough, and empathetic communication.
• Proficiency in written and verbal communication, effectively engaging with diverse user groups.
• A curious mindset, eager to investigate customer use cases and improve workflows.
• Comfortable with a pooled (1:many) customer support approach, not a one-on-one model.
• Enthusiasm for long-term customer partnerships and driving best practices.
• A proactive approach to problem-solving and troubleshooting.
• Willingness to contribute to and improve internal processes.

What We Offer

• 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 in the US (with plans to expand).
• Generous budget for equipment, software, and office furniture.
• $100/month education budget, with potential for additional coverage for items like conferences.
• Top-notch health insurance for employees and dependents in the US, with premiums covered by Ashby.

Ashby is committed to building a diverse and inclusive workforce. We believe in creating an environment where talented individuals can thrive, feel challenged, and do their best work. We offer a thorough interview process designed to ensure a mutual fit.