Customer Success Manager, Strategic - Americas (EST)
Guide strategic enterprise customers through product adoption and health improvement for a complex B2B SaaS recruiting platform. Manage ~20 high-value accounts while becoming a product expert to drive retention and outcomes.
About the job
Role Requirements
- Strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies through the customer journey.
- Comfortable managing a book of ~20 strategic customers, exceeding $2m in total ARR.
- Experience multi-threading and developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention.
- Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
- Experience becoming a product and industry expert; create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges.
- Experience with technically complex products and strong curiosity to explore details and understand how things work.
You Should Apply If
- Communicate with precision and clarity; explain complex topics simply and confidently.
- Listener first; seek to understand customer needs and advocate internally.
- Thrive in complexity; energized by learning a deep, configurable product and translating knowledge into creative solutions.
- Excited to help shape a new segment by iterating on playbooks and turning learnings into repeatable processes.
- Detail oriented; send crisp follow-up emails on time and take pride in internal operations like real-time CRM updates.
- Always looking for ways to improve work through data.
- May have been a recruiter, hiring manager, or interviewer before (not required).
Responsibilities
- Guide Ashby's biggest customers, focusing on improved product adoption and increased customer health.
- Shape how the company serves customers ranging from high growth organizations to public companies.
- Become a product and domain expert to enable customers to make the best use of Ashby to drive hiring excellence.
Skills
B2B SaaS, Customer Success, Stakeholder Management, Cross-Functional Collaboration, Product Adoption, CRM, Data Analysis
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