Mid-Market Customer Success Manager - EMEA

About this Role

Hi, Denise here and I am the Head of Mid-Market Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth start ups to public companies.

As a member of our Customer Success team, you will help us continue to grow our High Touch Mid-Market Customer Success function. In this role, you'll implement, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team.

Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence.

Role Requirements

• Strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies. Manage four to eight week implementations while continuing to deliver value through the customer journey.
• Experienced managing a book of ~60 mid-market customers, exceeding $1.5M in total ARR. Enjoy 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.
• Love becoming a product and industry expert and have experience doing this in a previous customer success role. Create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges.
• Worked with technically complex products and show a strong curiosity to explore details and understand how things work.

You Should Apply If

• Clear Communication: You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms, avoiding business jargon.
• Great Listener: You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap delivers value.
• Prioritisation: You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact.
• Product Curiosity: You’re energised by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows.
• Teaching: You love to teach, seeing every teaching moment as an opportunity whether teaching a complex report or a workflow to a brand new recruiter.
• Process Creation: You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future.
• Detail Oriented: Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time, and take pride in internal operations like real-time CRM updates.
• Speed & Execution: You move fast, leveraging tools/technology to maximize your time, and are at home managing a wide range of customers.
• Continuous Improvement: You're energized by an ever-improving work environment and live by our Operating Principle of "Implement Continuous Improvement".
• Data-Driven: You are always looking for ways to improve your work through data.
• Recruiting Background: You have been a recruiter, hiring manager or interviewer in a previous role (nice to have, not a requirement).

Why You Shouldn't Apply

• If you prefer a smaller, more focused book of customers (our Mid-Market CSMs manage 60+ customers).
• If you're interested in managing customer accounts with infrequent and well-defined touchpoints rather than early-stage CS fluidity.
• If you shine as an exclusively commercial CSM motivated by variable compensation (this role does not include variable pay).
• If you're afraid of rolling up your sleeves and getting into the weeds with technical reports and workflows.

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 and backed by great investors including Y Combinator, Elad Gil, and Lachy Groom.

Interview Process

• Intro Call with Ashby Recruiting: 30 Minutes
• Hiring Manager Interview: 45 Minutes
• Take-Home/Presentation Interview: 45 Minutes
• Panel Interview: 2 hours (structured into a series of smaller conversational meetings focusing on problem-solving, sales collaboration, and a product complexity exercise)

Benefits

• 10-year exercise window for stock options
• Unlimited PTO
• 12 weeks of fully paid family leave
• Generous equipment, software, and office furniture budget
• $100/month education budget with conference support