Manager, Startup Customer Success

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

Ashby helps scaling companies achieve their ambitious growth targets. With Ashby, teams of all sizes can run a fast and efficient hiring process. Trusted by companies including Opendoor, Figma, Notion, Deel and Modern Treasury.

📋 Description

• Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes • Foster team growth through 1:1s, skill-building, and thoughtful feedback • Support team operations and quality assurance for our shared inbox, live customer engagements, and project work • Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint • Collaborate cross-functionally to evolve how Ashby supports its startup customers • Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap

🎯 Requirements

• You have experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth. • You understand the customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches. • You bring a structured approach to scaling what works, but value staying flexible in the face of new needs. You are comfortable balancing 1:many engagement strategies with strong judgment around when dedicated support matters most. • You are energized by operations: you care about process quality, internal tools, and smooth execution. • You enjoy rolling up your sleeves (e.g. inbox reviews, shadowing, quality checks) to uplevel the team and, when necessary, jumping in to help out yourself. • You are comfortable using data and metrics to inform decision-making and continually improve the team and customer experience. • You communicate clearly and with care, especially in fast-moving or ambiguous situations. • You don’t rely on “what worked before.” You’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers.

🏖️ Benefits

• Competitive compensation is offered. • 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 is 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. • $100/month education budget with more expensive items (like conferences) covered with manager approval. • Extended health benefits for you and your dependents (subject to availability with our Employer of Record). • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!