Manager, Strategic Customer Success

🕒 July 3

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $170k - $230k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 69%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• Lead and coach a team of Customer Success Managers serving Ashby’s largest and most complex customers • Serve as coach, sounding board, and champion for the team • Support CSM growth through 1:1 coaching and skill development • Improve team performance through operational rigor • Drive process optimization across the customer journey, especially adoption and optimization • Advocate for the CSM team across Product, Support, Sales, RevOps, and Contract Management • Balance scalable processes with bespoke experiences for complex enterprise customers • Shape how Ashby delivers value as it scales upmarket • Evolve consistent, high-quality outcomes for Enterprise customers • Help customers achieve exceptional outcomes with Ashby’s evolving recruiting and hiring software • Participate in resourcing and headcount planning • Continuously iterate and improve processes and workflows

🎯 Requirements

• At least 3 years of experience leading a Customer Success team in the Enterprise space at a B2B SaaS company • Experience leading and developing Customer Success Managers in a SaaS environment • Experience coaching teams supporting a technically complex product • Ability to get into technical product details and help drive customer solutions • Understanding of the enterprise customer lifecycle, including onboarding, adoption, and retention • Experience working with enterprise customers and scaling use cases as complexity grows • Experience implementing and improving team processes • Ability to collaborate cross-functionally with Sales, Product, Support, RevOps, and Contract Management • Comfort using data and metrics for decision-making • Deep understanding of B2B customer needs and outstanding support experiences • Understanding of the full customer lifecycle and effective cross-functional handoffs • Clear, precise communication and ability to distill complex concepts into actionable themes • Experience with complex, highly configurable products • Recent experience leading an upmarket Customer Success team in a growing B2B SaaS business

🏖️ Benefits

• Competitive compensation • 10-year exercise window for stock options • Unlimited PTO; four weeks recommended per year • Twelve weeks of fully paid family leave in the US • $100/month education budget; more expensive items such as conferences covered with manager approval • Extended health benefits for you and your dependents, subject to Employer of Record availability • Generous equipment, software, and office furniture budget • Time to do things the right way and emphasis on high-quality work • Product customers and prospects are excited about • Small teams with talented people and compensation aligned accordingly

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