Strategy & Operations, Customer Success

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Ashby

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51 - 200 Mitarbeiter

Ashby unterstützt skalierende Unternehmen dabei, ihre ehrgeizigen Wachstumsziele zu erreichen. Mit Ashby können Teams jeder Größe einen schnellen und effizienten Hiring-Prozess durchführen. Unternehmen wie Opendoor, Figma, Notion, Deel und Modern Treasury vertrauen auf Ashby.

Beschreibung

• Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development. • Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies. • Optimize the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal. • Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making. • Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives. • Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc) • Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth. • Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.

🎯 Anforderungen

• Are a self-starter, innately curious in your approach • Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes) • Have a strategic mindset, with the ability to distill data into actionable recommendations • Are detail-oriented and committed to data accuracy and process quality • Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role • Are skilled in CRM reporting, with preference for HubSpot experience • Work autonomously, managing multiple tasks and deadlines effectively • Are an excellent communicator, both verbally and in writing.

🏖️ Vorteile

• 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. • Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅. • Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! • $100/month education budget with more expensive items (like conferences) covered with manager approval. • If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us.