Mid-Market Customer Success Manager (Americas)

• As a member of our Customer Success team, you will help us continue to grow our High Touch Customer Success function
• In this role, you’ll onboard, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of seven CSMs on the Americas High Touch team to shape how we serve companies ranging from high-growth startups to public enterprises
• 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

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

• You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges
• You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work
• 📊 You are always looking for ways to improve your work through data
• You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies. In this role, you will manage a four to eight week implementation, while continuing to deliver value through the customer journey
• 📣 You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon
• ⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively
• You’re comfortable managing a book of ~60 mid-market customers, exceeding $1.5MM in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• 🧩 You’re energized by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers make sense of them
• ⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future
• 🎧 You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value
• 👨‍👨‍👧‍👧 You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• 📊You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact
• 🗺️ You’re energized by an ever-improving work environment. Our team is growing, and continually iterating on processes - we live by our Operating Principle of “Implement Continuous Improvement”
• 🔍 Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates
• 🧑‍🏫 You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity

• 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
• Intro Call with Ashby Recruiting - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Mock Customer Call - 45 Minutes
• Final Panel Interview - 2 hours