5-7 years of experience in Customer Success or Revenue Operations
Strong background in SaaS industries with financial literacy
Proficient in CRM reporting, preferably HubSpot
Highly detail-oriented with emphasis on data accuracy
Ability to work autonomously and manage multiple deadlines
Excellent verbal and written communication skills
Strategic thinker with the ability to translate data into actionable insights
Responsibilities
Operationalize Customer Success strategies and processes for efficiency.
Analyze business metrics to drive insights on customer health and retention.
Optimize the customer journey from onboarding to renewal.
Support strategic planning with cross-department collaboration and data analysis.
Drive improvements in Customer Success workflows and account transitions.
Define business requirements for systems enhancements to boost efficiency.
Collaborate cross-functionally to align customer resources and forecast needs.
Benefits
10-year exercise window for stock options for financial flexibility.
Unlimited PTO with a recommendation of four weeks off annually.
Twelve weeks of fully paid family leave available in the US.
Generous budget for equipment, software, and office furniture.
Monthly education stipend of $100 for continuous learning opportunities.
Comprehensive health insurance for employees and dependents, fully covered.
Full Job Description
Role Overview
In this Strategy and Operations, Customer Success role, you will drive the strategy, processes, and data-driven insights that empower our Customer Success Team to deliver exceptional outcomes for our customers. Reporting to the Manager of Strategy and Operations, and partnering closely with Customer Success leadership, you will define strategies and execute improvements that optimize customer health, retention, and revenue growth.
You will play a crucial role in our operations, including process improvements, planning, and reporting. This is both a strategic and tactical role in which you'll design frameworks and programs, uncover actionable insights, and create data-informed recommendations across our Customer Success functions.
What you'll do at Ashby:
Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies.
Optimizate the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.
You could be a great fit if you:
Are a self-starter, innately curious in your approach
Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
Have a strategic mindset, with the ability to distill data into actionable recommendations
Are detail-oriented and committed to data accuracy and process quality
Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
Are skilled in CRM reporting, with preference for HubSpot experience
Work autonomously, managing multiple tasks and deadlines effectively
Are an excellent communicator, both verbally and in writing
This role may not be a fit if:
You're unwilling to manage both high-level strategy and hands-on execution
You're uncomfortable with ambiguity and prefer structured, predefined assignments
You prefer focused work on a single project at a time
You prefer working within a single team rather than across multiple teams
Interview Process
Our interview process is thorough - we aim to ensure each person joining the team is the right fit for Ashby and will provide ample information to assess if Ashby is the right fit for you. The process for this role is as follows:
Recruiter Screen with Talent Acquisition Team - 30 minutes
Hiring Manager Interview - 45 minutes
Challenge Interview - 45 minutes
Virtual Onsite - 90 min
Benefits
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 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.
If you're in the US, top-notch health insurance for you and your dependents, with all premiums covered by us.
