Strategic Customer Success Manager - Americas

About this Role Hi, I’m Loren, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. 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 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.

Role Requirements: 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’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 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.