Customer Success Manager

Role Overview

• Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success
• Uplevel team performance through 1:1 coaching, skill development, and strong operational rigor
• Drive scalable approaches to customer success, helping the team translate what’s working into repeatable best practices across a large portfolio
• Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle
• Be a key voice in evolving how we deliver consistent, high-quality experiences at scale

Requirements

• Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product. You know how to foster a culture of empathy, accountability, and continuous growth.
• Customer Journey Expertise: You have deep experience driving adoption, retention, and long-term value realization. You understand how to help customers translate product usage into meaningful business outcomes.
• Operational Mindset: You’ve helped implement and improve team processes, and bring a structured approach to scaling what works. You’re comfortable building systems and playbooks that enable a team to deliver consistently across a large portfolio.
• Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.
• Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers.
• Data-Driven: You’re comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes.
• Customer-First Thinking: You have a deep understanding of B2B customer needs and a track record of delivering high-quality, thoughtful customer 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.

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!