# Manager of Strategic Customer Success

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Customer Success
**Salary:** $150k – $189k/yr
**Experience:** 5+ years
**Skills:** Customer Success, SaaS, Enterprise Customers, Team Leadership, Coaching, Process Optimization, Cross-Functional Collaboration, Data-Driven Decision Making, Customer Lifecycle Management, Adoption And Retention
**Posted:** 2026-06-30

> Lead and coach a team of Customer Success Managers serving Ashby's largest enterprise customers. Focus on upleveling performance, optimizing processes for adoption, driving cross-functional advocacy, and scaling high-quality outcomes in a rapidly growing B2B SaaS environment.

## Job Description

## Responsibilities
- 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.

## Requirements
- Experience leading and developing Customer Success Managers in a SaaS environment.
- Understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.
- Experience working with enterprise customers and scaling their use case as they grow in complexity.
- Helped implement and improve team processes, bringing a structured lens to scaling what works while staying adaptable.
- Comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.
- Comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
- Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
- Understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.

## Nice-to-Haves
- Clear communication; ask clarifying questions with precision and distill complex concepts into simple, actionable themes.
- Listen deeply and act as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders.
- Engage actively in resourcing and headcount planning conversations and bring a clear point of view.
- Love to coach and see every teaching moment as an opportunity to help the team grow and develop.
- Structured problem solver who thrives at solving complex challenges with innovative, scalable solutions.
- Eager to improve processes and workflows to enhance efficiency and efficacy.
- Detail oriented with pride in strong internal operations.

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