# Startup Customer Success Manager - Americas

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $138k/yr
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Program Management, Onboarding, Customer Onboarding, webinars, Documentation, Amplitude, Problem Solving, Customer Support, SaaS, Zapier, HubSpot
**Posted:** 2026-07-17

> Startup Customer Success Manager supporting early-stage customers with independent onboarding via materials, webinars, and documentation. Owns a pooled book of customers for ongoing email/calls, drives retention best practices, and leads key projects on a complex recruiting SaaS platform. Requires 2+ years customer-facing experience with complex products.

## Job Description

## 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).

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