Startup Customer Success Manager - Americas

Responsibilities

• Create high-quality onboarding materials, documentation, and e-webinars to enable customers to get up and running independently.
• Assist customers via email and customer calls when needed.
• Own a book of customers as the main point of contact in the shared inbox and hop on customer calls per SLAs.
• Take ownership of medium and large projects core to team operations (examples: building in-app onboarding experience using Amplitude, creating live foundational webinar series + recorded content, building retention best practices into customer engagement).
• Partner long-term with customers on ongoing engagement that drives best practices in revenue retention and recruiting excellence.
• Identify and improve stale processes/practices, offering more effective alternatives.

Requirements

• 2+ years of customer-facing experience supporting a complex and rapidly evolving product (e.g. tools like Zapier, HubSpot, Acuity Scheduling).
• Experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager.
• Enjoy becoming a subject matter and product expert.
• Skilled at defining the scope of problems, mapping multiple paths forward, and creating comprehensive solutions independently and collaboratively.
• Keen attention to detail with thorough, clear, and empathetic email and live responses.
• Strong written and verbal communication skills; able to communicate effectively with diverse user groups from experienced TA leaders to those new to recruiting SaaS tools.
• Curious; enjoys digging into customer use cases to suggest the best path forward.
• Comfortable with a pooled (1:many) approach to customer interactions rather than one-on-one with a small book.
• Excited to partner long-term with customers beyond onboarding, including revenue retention.
• Enjoys problem-solving and troubleshooting complex challenges with multiple solutions.
• Interested in balancing customer interactions with project work.
• Proactive in speaking up and acting on opportunities for improvement.

Nice-to-Haves

• Experience with complex products similar to Ashby (recruiting SaaS).

Compensation / Benefits

• Salary: $80,000 - $138,000.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave (US).
• Generous equipment, software, and office furniture budget.
• $100/month education budget (more expensive items like conferences covered with approval).
• Top-notch health insurance for you and dependents with premiums covered (US).