Manager of Strategic Customer Success

• As the Manager of Strategic Customer Success, you’ll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You’ll be the team’s coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product
• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor
• Drive process optimization across the customer journey — with a particular focus on adoption and optimization
• Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management
• Balance building scalable process with delivering the bespoke experiences our most complex customers expect
• Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers

Benefits

• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave
• 10-year exercise window for stock options - you shouldn’t feel pressure to purchase stock options if you leave Ashby, do it when you feel financially comfortable
• Generous equipment, software, and office furniture budget

• Customer Journey Expertise: You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches
• Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth
• Operational Mindset: You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable
• Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers
• Cross-functional Collaboration: You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience
• Customer-First Thinking: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences
• Data-Driven: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• Up Market Motion: You have worked with enterprise customers and scaled their use case as they grow in complexity
• Lifecycle Awareness: You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success
• You love to coach. You see every teaching moment as an opportunity and are excited to help your team grow and develop
• You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy
• Your peers describe you as detail oriented. You take pride in strong internal operations
• You are a structured problem solver. You thrive at solving complex challenges with innovative, scalable solutions
• You advocate for your team. You engage actively in resourcing and headcount planning conversations and bring a clear point of view
• You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple, actionable themes
• You listen deeply. You see your role as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders — ensuring our product roadmap continues to evolve in the right direction

• Deadline to Apply: 26 May 2026 at 17:00 BST
• At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:
• 30 min - Recruiter Screen
• 30 min - Hiring Manager Interview with Head of Strategic Customer Success
• Presentation Round
• Final Round
• 30 min - Interview with VP of Customer Success
• 30 min - Interview with CEO
• 30 min - Leadership interview
• 10 min - Closing Questions with Hiring Manager