Customer Success Manager

🕒 July 3

🇺🇸 United States – Remote

💵 $170k - $230k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 60%

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 team • Help CSMs grow through 1:1 coaching and skill development • Build scalable systems 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 • Evolve how Ashby delivers consistent, high-quality outcomes for enterprise customers • Help define repeatable approaches across a sophisticated book of business • Partner with cross-functional leaders to improve customer solutions and sustained success • Participate in resourcing and headcount planning

🎯 Requirements

• Experience leading and developing Customer Success Managers in a SaaS environment • Experience leading an upmarket Customer Success team in a growing B2B SaaS business in recent years • At least 3 years of experience leading a Customer Success team in the Enterprise space at a B2B SaaS company • Ability to get into technical product details and coach teams supporting technically complex products • Understanding of the enterprise customer lifecycle, including onboarding, adoption, and retention • Experience working with enterprise customers and scaling their use cases as complexity grows • Experience implementing and improving team processes • Ability to collaborate cross-functionally with Sales, Product, Support, RevOps, and Contract Management • Data- and metrics-driven decision-making • Deep understanding of B2B customer needs and outstanding support experiences • Clear, precise communication and ability to distill complex concepts into actionable themes • Deep listening and customer advocacy • Experience or willingness to participate in resourcing and headcount planning • Strong coaching, structured problem-solving, process improvement, operational rigor, and attention to detail • Experience with highly configurable, complex products rather than primarily simple products

🏖️ 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 • Product that prospects and customers are excited about