Mid-Market Customer Success Manager - Americas

About this Role

Hi, I’m Denise, and I’m the Head of High-Touch (Mid-Market) Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional customer experience for our high-touch customer segment, which primarily supports mid-market and growth-stage organizations. I’m excited to be hiring our next CSM as we continue expanding globally.

As a member of our Customer Success team, you will help us continue to grow our High-Touch Customer Success function. In this role, you’ll partner closely with customers to drive adoption, deliver strategic guidance, conduct product trainings and partnership reviews, and identify opportunities for expanded use cases and long-term value realization. You’ll also collaborate with a talented group of CSMs across the High-Touch team to continuously evolve how we support companies ranging from high-growth startups to public enterprises.

Ashby is designed to be powerful and flexible, allowing customers to tailor the platform to their unique hiring processes and workflows. Because of this, there is a lot to learn. You will become both a product and domain expert, enabling customers to make the most of Ashby and drive hiring excellence across their organizations.

Role Requirements

• Strong track record of Customer Success experience in B2B SaaS (at least two years), supporting customers through adoption and long-term optimization of complex technologies.
• Experience managing a portfolio of approximately 60 mid-market customers with over $1.5M in total ARR.
• Experience partnering cross-functionally with teams such as Sales, Marketing, Product, Support, and Operations.
• Demonstrated ability to become a product expert, creating "aha" moments through tailored trainings, workflow guidance, and strategic recommendations.
• Experience working with technically complex products with strong curiosity and problem-solving skills.

You Should Apply If

• You demonstrate mastery of clear communication and can explain complex concepts simply.
• You are a great listener and act as the voice of the customer to internal stakeholders.
• You enjoy working with a larger book of varied customers and effectively prioritize your time.
• You’re energized by learning and supporting a complex product, diving into technical details and data workflows.
• You love to teach, seeing every moment as an opportunity whether working with a data analyst or a brand-new recruiter.
• Your peers describe you as detail-oriented, obsessing over crisp follow-up emails and real-time CRM updates.
• You move fast, leverage technology to maximize time, and prioritize effectively.
• You're energized by an ever-improving work environment and continuous improvement.
• You are always looking for ways to improve your work through data.

Why You Shouldn't Apply

• You thrive with a smaller, more focused book of customers rather than managing 60+ accounts.
• You're interested in managing accounts with well-defined touchpoints rather than the fluidity of early-stage CS.
• You shine as an exclusively commercial CSM motivated by variable compensation (this role does not currently include variable pay).
• You’re afraid of rolling up your sleeves or getting into the weeds with granular technical and workflow nuances.

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. Learn more on our website.

We are well-funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier with tens of millions in ARR growing over 100% year-over-year.