Strategic Customer Success Manager (EMEA)

• In this role, you’ll partner with Ashby’s largest and most complex customers, focusing on driving product adoption, customer health, and long-term value
• You’ll help shape how we support a diverse set of enterprise customers, from high-growth teams to public companies
• Ashby is powerful and highly configurable, requiring depth of understanding
• You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve 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 experience working closely with cross-functional partners across Sales, Product, Support, and Operations, aligning communication across stakeholder groups to deliver cohesive customer outcomes
• You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting enterprise customers on complex, configurable products, and driving enablement that improves product adoption and long-term customer outcomes
• You’re excited to own a strategic book of enterprise customers ~20 strategic customers, exceeding $2m in total ARR. You consistently improve the quality of strategic partnerships through multi-threaded relationships and proactive ownership of customer health
• 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’ve worked with technically complex products and show strong curiosity to explore details and understand how things work, enabling you to anticipate risk patterns and proactively support customers through evolving workflows and requirements
• 📊 You are always looking for ways to improve your work through data. You use signals and insights to reflect on what’s working, spot risks, and adjust your approach
• ⚙️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 practical, creative solutions for your customers
• 👥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)
• 📣 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 to a range of stakeholders.
• 🧑‍🏫 You’re excited to help shape a new segment. Our Strategic customer motion is still evolving; you’ll be iterating on playbooks, learning and sharing what works, and turning those insights into repeatable processes for the team
• 🎧 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
• 🔍 Your peers describe you as detail oriented. You send crisp follow-up emails, on time. You take pride in internal operations, including timely and accurate CRM updates

• 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
• Presentation - 45 Minutes
• Virtual Onsite - 2 hours