In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers. A key part of this role is helping your team navigate the nuances of enterprise partnerships - building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business. You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management.
About the RoleAs the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion - helping CSMs grow, building systems that scale, and advocating cross-functionally - all in service of helping customers drive exceptional outcomes with a rapidly evolving product.
As our Manager of Strategic Customer Success, you'll:
- Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership
- Uplevel team performance through 1:1 coaching, skill development, and operational rigor
- Drive process optimization across the customer journey - with a particular focus on adoption and optimization
- Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management
- Balance building scalable process with delivering the bespoke experiences our most complex customers expect
- Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers
Role requirements:- Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth.
- Customer Journey Expertise: You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.
- Up Market Motion: You have worked with enterprise customers and scaled their use case as they grow in complexity.
- Operational Mindset: You've helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable.
- Cross-functional Collaboration: You're comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.
- Problem-Solving Orientation: 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.
- Data-Driven: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
- Customer-First Thinking: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
- Lifecycle Awareness: You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.
You'll Be a Great Fit If You:- You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple, actionable themes.
- You listen deeply. You see your role as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders - ensuring our product roadmap continues to evolve in the right direction.
- You advocate for your team. You engage actively in resourcing and headcount planning conversations and bring a clear point of view.
- You love to coach. You see every teaching moment as an opportunity and are excited to help your team grow and develop.
- You are a structured problem solver. You thrive at solving complex challenges with innovative, scalable solutions.
- You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
- Your peers describe you as detail oriented. You take pride in strong internal operations.
You Might Not Be a Fit If:- Getting into the details isn't your thing. Call shadowing, hands-on troubleshooting, and doing the work alongside your direct reports isn't appealing.
- You're more comfortable generating broad ideas than owning their execution.
- You prefer established, stable processes and find frequent change frustrating.
- You want to build something once and move on, rather than continuously iterate and improve on it.
- You primarily work with simple products, not highly configurable complex products
- You have not spent the last few years leading an upmarket Customer Success team in a growing B2B SaaS business
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.
- You get to work with a product that our prospects & customers are truly excited about.
- 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!
