Manager of Strategic Customer Success - Ashby

About the Role

As the Manager of Strategic Customer Success at Ashby, you'll lead a tenured team of skilled CSMs while helping shape how we deliver value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product.

What You'll Do

• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership.
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor.
• Drive process optimization across the customer journey — with a particular focus on adoption and optimization.
• Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management.
• Balance building scalable process with delivering the bespoke experiences our most complex customers expect.
• Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers.

Role Requirements

• Team Leadership & Coaching: Experience leading and developing Customer Success Managers in a SaaS environment with a culture of empathy, accountability, and continuous growth.
• Technical Acumen: Ability to get into the technical details of the product alongside direct reports to help drive customer solutions.
• Customer Journey Expertise: Deep understanding of the enterprise customer lifecycle and experience improving onboarding, adoption, and retention.
• Up Market Motion: Experience working with enterprise customers and scaling their use cases as they grow in complexity.
• Operational Mindset: Track record of implementing and improving team processes with a structured lens.
• Cross-functional Collaboration: Comfortable partnering with Sales, Product, and Support teams.
• Problem-Solving Orientation: Thoughtful, pragmatic, and eager to find solutions tailored to unique team and customer needs.
• Data-Driven: Comfortable using data and metrics to drive decision-making.

About Ashby

We’re building the next generation of enterprise software, starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. We are well-funded, backed by top investors (including Y Combinator, Elad Gil, and Lachy Groom), and trusted by thousands of customers like Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier. With tens of millions in ARR growing over 100% year-over-year and best-in-class retention, it's the perfect time to join!