Manager – Strategic Customer Success

Job not on LinkedIn

🕒 July 3

🇺🇸 United States – Remote

💵 $170k - $230k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 38%

What it means: how likely this posting is sitting open without active hiring.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 CSM team • Improve team performance through 1:1 coaching, skill development, and 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 • Help evolve consistent, high-quality outcomes for Enterprise customers • Identify gaps, drive meaningful change, and translate effective approaches into repeatable systems • Partner with Product, Implementation, Support, and Contract Management leaders • Participate in resourcing and headcount planning • Conduct call shadowing, hands-on troubleshooting, and work alongside direct reports

🎯 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 with the enterprise customer lifecycle, including onboarding, adoption, retention, and sustained success • Experience working with enterprise customers and scaling their use cases as complexity grows • Experience implementing and improving team processes and scalable operating approaches • Ability to collaborate cross-functionally with Sales, Product, Support, RevOps, Implementation, and Contract Management • Strong problem-solving orientation with pragmatic, adaptable, and scalable solutions • Comfortable using data and metrics for decision-making • Deep understanding of B2B customer needs and outstanding support experiences • Clear, precise communication and ability to distill complex concepts into actionable themes • Ability to coach, advocate for a team, participate in resourcing and headcount planning, and improve workflows • Experience working with highly configurable, complex products • Willingness to engage in call shadowing, hands-on troubleshooting, and work alongside direct reports

🏖️ 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 • High-quality work environment emphasizing doing things the right way and avoiding quick hacks • Work with a product that prospects and customers are truly excited about