SMB Customer Success Manager

🕒 September 4

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $80k - $138k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 45%

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

• Create high-quality onboarding materials, documentation, and e-webinars • Enable SMB customers to get up and running independently • Assist customers via email and customer calls • Own a book of customers as the main point of contact in the shared inbox • Join customer calls according to SLAs • Own medium and large projects supporting team operations • Build an in-app onboarding experience using Amplitude • Create live foundational webinar series and recorded content • Build retention best practices into ongoing customer engagement • Support customers in solving complex challenges and recommend appropriate solutions • Define problems, map multiple paths forward, and take action • Communicate with experienced talent acquisition leaders and users new to recruiting SaaS tools • Improve internal processes and workflows • Complete the interview process, including an initial screen, hiring manager interview, take-home assessment, and panel interview • Learn the Ashby product during onboarding, shadow peers, take customer calls, and assume ownership of a customer book

🎯 Requirements

• At least 2 years of experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager • 2+ years of customer-facing experience supporting a complex and rapidly evolving product • Experience working in a B2B SaaS company • Ability to become a subject matter and product expert • Ability to define problem scope and create comprehensive solutions independently and collaboratively • Keen attention to detail • Strong written and verbal communication skills • Ability to communicate with diverse user groups • Curiosity and willingness to investigate customer use cases and workflows • Ability to solve complex problems with multiple possible solutions • Willingness to work with a pooled 1:many customer approach • Willingness to support long-term customer engagement beyond onboarding • Willingness to balance customer interactions with project work • Willingness to identify stale processes and propose improvements

🏖️ Benefits

• 10-year exercise window for stock options • Unlimited PTO with four weeks recommended per year • Twelve weeks of fully paid family leave in the US • Generous equipment, software, and office furniture budget • $100/month education budget, with more expensive items such as conferences covered with manager approval • Top-notch health insurance for employees and dependents in the US, with all premiums covered by Ashby