# Manager of High Touch 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, Team Leadership, Coaching, Customer Adoption, Retention, Value Realization, Process Improvement, Playbooks, Cross-Functional Collaboration, Data Analysis, B2B Customer Experience
**Posted:** 2026-06-30

> Lead and coach a team of Customer Success Managers at Ashby to drive scalable adoption, retention, and value realization for a large customer portfolio. Requires SaaS leadership experience, operational rigor for building playbooks and systems, cross-functional partnership, and a data-driven, customer-first approach.

## Job Description

## Responsibilities
- Lead and coach a team of Customer Success Managers (CSMs) focused on adoption, optimization, and ongoing customer success.
- Uplevel team performance through 1:1 coaching, skill development, and operational rigor.
- Drive scalable approaches to customer success by identifying effective practices and building repeatable best practices and systems for a large portfolio (~60 customers per CSM).
- Partner closely with Implementation, Support, Contract Management, Sales, Product, and other cross-functional teams to ensure seamless customer experiences across the full lifecycle.
- Evolve processes to deliver consistent, high-quality experiences at scale.
- Use data and metrics to inform decisions, identify trends, and improve team and customer outcomes.
- Act as an advocate for the team and a strong voice of the customer, shaping internal decisions and product direction.

## Requirements
- Experience leading and developing Customer Success Managers in a SaaS environment with a complex product.
- Deep experience driving customer adoption, retention, and long-term value realization; ability to translate product usage into meaningful business outcomes.
- Proven ability to implement and improve team processes with a structured, operational mindset; experience building systems and playbooks for scale.
- Comfortable partnering with cross-functional teams (Implementation, Sales, Product, Support) for seamless lifecycle handoffs.
- Strong problem-solving skills with a pragmatic, thoughtful approach to evolving needs.
- Data-driven decision making.
- Deep understanding of B2B customer needs and a track record of high-quality customer experiences.
- Clear communication; ability to ask precise questions and distill complex concepts.
- Structured problem solver who values process, scale, attention to detail, and coaching team members.
- Experience in a growing SaaS business.

## Nice-to-Haves
- Eagerness to roll up sleeves and get into the weeds (e.g., call shadowing).
- Passion for both building and iterating/optimizing systems.
- Comfort with a dynamic, complex, and evolving product.

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**Apply:** https://hotfix.jobs/jobs/92af6274-b6d4-4b23-9f87-635f9feae3dd
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