High Touch Customer Success Manager - EST

Ashby • San Francisco, CA

47d

About The Position

Hi, I’m Beth, and I’m the Manager of High Touch Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. I'm thrilled to be hiring our next CSM in the EST timezone, as we continue expanding globally. As a member of our Customer Success team, you will help us continue to grow our High Touch Customer Success function. In this role, you'll onboard, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of seven CSMs on the Americas High Touch team to shape how we serve companies ranging from high-growth startups to public enterprises. Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence. Our team will be OOO over the next few weeks, which may cause a slight delay in reviewing applications. Please take your time with your application, and we will be in touch when we are back.

Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies.
• You’re comfortable managing a book of ~60 mid-market customers, exceeding $1.5MM in total ARR.
• You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• You love becoming a product and industry expert and have experience doing this in a previous customer success role.
• You can create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges.
• You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work.
• You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon.
• You are a great listener.
• You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact.
• You’re energized by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers make sense of them.
• You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity.
• You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future.
• Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates.
• You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively.
• You're energized by an ever-improving work environment. Our team is growing, and continually iterating on processes - we live by our Operating Principle of "Implement Continuous Improvement"
• You are always looking for ways to improve your work through data.

Nice To Haves

• You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!

Responsibilities

• Manage a four to eight week implementation
• Deliver value through the customer journey
• Manage a book of ~60 mid-market customers, exceeding $1.5MM in total ARR
• Develop relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• Work closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• Tailor training and product walk throughs to address a customer’s specific challenges
• Craft repeatable processes that will allow our go-to-market team to scale well in future
• Provide the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed