Manager of Dedicated Implementations - EMEA

Hi, I’m John and I’m the Head of Professional Services at Ashby. As a leader on our growing Professional Services team (within Ashby’s Customer Success organization), you’ll have the opportunity to play a key role early in our customers’ journey, ultimately upleveling the overall customer experience across the EMEA region.

About This Role

As our first Manager of Dedicated Implementations in EMEA, you will play a key role in ensuring high-quality experiences for customers beginning their Ashby journey. You will lead an EMEA-based team of Implementation Specialists aligned to our Dedicated customer segments, including Strategic (enterprise) and High Touch (mid-market) customers. You will oversee the delivery of segment-aligned implementation experiences and partner cross-functionally to support scoping and planning for prospective customers.

Role Requirements

• Implementation & Project Management: Extensive experience managing and executing implementation and onboarding projects, defining work, aligning stakeholders, and delivering results. Ability to travel <10% as needed for strategic customer engagements.
• Team Leadership: Proven track record in building and scaling high-performing teams, empowering them to achieve high standards.
• Customer Centricity: Adept at understanding customer needs, building strong relationships, and acting as the customer’s proactive guide and advocate.
• Bias for Action: Ability to translate ambiguity into clear paths, drive outcomes, and ensure follow-through.
• Regional Focus: Deep understanding of the EMEA market to define and evolve implementation delivery, optimizing for regional considerations.
• Fluency with Enterprise Motions: Comfortable operating in complex enterprise environments with multiple stakeholders, competing priorities, and change management processes at scale.
• Technical Proficiency: Solid understanding of complex B2B SaaS products and their technical intricacies.
• Critical Thinking & Solutions Orientation: Proactively addresses thematic customer opportunities and improves processes critically.
• Cross-functional Collaboration: Effective partnership with Customer Success, Sales, Product, Engineering, and Operations.

What Success Looks Like

• EMEA customers achieve time-to-value quickly and predictably.
• Implementation quality is consistent across segments without feeling templated.
• Upmarket customers receive an enterprise-ready onboarding experience.
• Clear, effective transitions into Customer Success support strong adoption momentum.
• Scalable processes reduce manual effort while preserving quality.

The Interview Process

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Head of Professional Services (Hiring Manager)
• 45 min - Mock Customer Escalation Call
• Final Round Part 1:
  • 30 min - Interview with VP of Customer Success
  • 30 min - Cross-functional Leadership interview
• Final Round Part 2:
  • 30 min - Interview with CEO
  • 10 min - Closing Questions with Hiring Manager