Manager, Startup Customer Success
Lead and coach a team of ~7 Startup CSMs, scaling onboarding, enablement, and retention programs for early-stage customers while driving operational excellence and cross-functional collaboration.
Responsibilities
- Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes
- Foster team growth through 1:1s, skill-building, and thoughtful feedback
- Support team operations and quality assurance for shared inbox, live customer engagements, and project work
- Scale programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint
- Collaborate cross-functionally to evolve how Ashby supports its startup customers
- Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap
Requirements
- Experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment
- Understanding of the customer lifecycle with experience improving onboarding, adoption, and retention through repeatable approaches
- Structured approach to scaling what works while staying flexible for new needs; comfortable balancing 1:many engagement strategies with judgment on when dedicated support matters
- Energized by operations: process quality, internal tools, and smooth execution
- Enjoys rolling up sleeves (inbox reviews, shadowing, quality checks) to uplevel the team and jumping in to help when necessary
- Comfortable using data and metrics to inform decision-making and improve team and customer experience
- Communicates clearly and with care, especially in fast-moving or ambiguous situations
- Thoughtful, pragmatic problem-solver who finds solutions that fit unique team and customer needs
Nice-to-Haves / Cultural Fit
- Takes pride in helping others succeed through 1:1s, shadowing, and candid feedback
- Thinks like a builder: improves what exists, creates what doesn’t, iterates quickly without sacrificing quality
- Brings calm to complexity with clarity, structure, and a level head
- Enjoys context switching across 1:1s, tooling workflows, and strategy docs
- Finds joy in systems: creating clean processes, clear documentation, and consistent execution
- Holds high standards while leading with empathy, curiosity, and care
- Challenges stale assumptions and welcomes better ways
- Feels ownership over the whole; sees customer success as a team sport including Product, Support, and beyond
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