Customer Success Manager, Strategic - Americas (EST)

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.