Strategic Customer Success Manager (Americas)

• Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment
• We’re thrilled to be hiring our next Strategic CSM in the Americas as we continue to grow the team
• In this role, you’ll guide Ashby’s biggest customers - focusing on improved product adoption and increased customer health
• You will shape how we serve customers ranging from high growth organizations to public companies
• 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’re comfortable managing a book of ~20 strategic customers, exceeding $2m in total ARR. You enjoy multi-threading, 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 a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies through the customer journey
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• You love becoming a product and industry expert. You create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges so they achieve their intended business outcomes
• You communicate with precision and clarity. You can take something complex (like a multi-layered report or a nuanced workflow) and explain it simply and confidently
• You are a listener first. You seek to understand what customers actually need and then advocate for them internally to shape how Ashby evolves for enterprise use cases
• You thrive in complexity. Ashby is powerful and highly configurable; you’re energized by learning a product with depth, and you can translate that knowledge into creative solutions for your customers
• You’re excited to help shape a new segment. Our Strategic customer motion is still evolving; you’ll be iterating on playbooks, helping us learn what works, and turning those learnings into repeatable processes for the team
• Your peers describe you as detail oriented. You send 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 may have been a recruiter, hiring manager, or interviewer before. That experience helps you quickly connect Ashby’s workflows to real-world hiring problems (though it’s not required)

• Intro Call with Ashby Recruiting - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Presentation - 45 Minutes
• Virtual Onsite - 2 hours