Mid-Market Customer Success Manager (EMEA)

• Hi, Denise here and I am the Head of Mid-Market Customer Success at Ashby 👋. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth start ups to public companies
• As a member of our Customer Success team, you will help us continue to grow our High Touch Mid-Market Customer Success function. In this role, you’ll implement, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team
• Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. 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 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 demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You avoid business jargon
• 📊You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact
• ⚙️ 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 delivers value
• 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’re experienced managing a book of ~60 mid-market customers, exceeding $1.5M in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• 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 four to eight week implementations, while continuing to deliver value through the customer journey
• 🗺️ 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”
• ⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively
• 🔍 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 are always looking for ways to improve your work through data
• 🧑‍🏫 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
• 🧩 You’re energised 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

• 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. The process for this role is as follows:
• Intro Call with Ashby Recruiting - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Take-Home/Presentation Interview - 45 Minutes
• Panel Interview - 2 hours
• Rather than a traditional panel interview with a large group, we structure our panel into a series of smaller conversations. This gives you the opportunity to meet with multiple team members in a more conversational setting focused on specific topics, instead of a formal Q&A. You’ll discuss how you approach problem solving, how you work with sales, and dive into a product complexity exercise