SMB Customer Success Manager - Americas

Ashby is hiring a mid-level SMB Customer Success Manager in the US or Canada to join a remote team of 15 spanning the US, Canada, and EMEA.

Our SMB Customer Success Team serves early-stage customers programmatically, helping them learn how to build hiring excellence into the DNA of their growing organizations. SMB Customer Success Managers create high-quality onboarding materials, documentation, and live webinars to enable customers to get up and running independently, while also providing support via shared inbox and customer calls when needed.

What You'll Do

• Take ownership of a book of customers, serving as the main point of contact in a shared inbox and hopping on customer calls per SLAs.
• Drive medium and large internal projects core to team operations.
• Build in-app onboarding experiences (e.g., using Amplitude).
• Create foundational webinar series and recorded content.
• Implement retention best practices extending well beyond initial onboarding.

You Should Apply If

• You have 2+ years of full-time experience as an SMB Customer Success Manager, Account Manager, or Program Manager supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling).
• You enjoy becoming a subject matter and product expert to solve complex, multi-solution customer challenges.
• You are skilled at defining problem scope and crafting comprehensive solutions independently and collaboratively.
• You have keen attention to detail and deliver clear, thorough, and empathetic written and live communication.
• You communicate effectively with diverse user groups, from experienced TA leaders to recruiting SaaS novices.
• You are curious and enjoy digging into customer processes to find the best paths forward.

You Should Not Apply If

• You prefer working 1:1 with a small, dedicated book of customers (the team uses a 1:many pooled approach).
• You view customer success as ending once onboarding is complete.
• You dislike complex problem-solving, troubleshooting, or technical project work.
• You are hesitant to speak up or proactively suggest process improvements.

About Ashby Customer Success

Ashby Customer Success comprises five specialized teams: Product Support, SMB Customer Success, High Touch Customer Success, Recruiting Operations & Professional Services, and Contracts Management.

• Engineering, Product, and Design focus heavily on building a best-in-class, highly differentiated product.
• GTM teams focus on delivering deep expertise in every customer interaction.
• We believe small teams with talented individuals out-perform large headcounts.

Interview Process

1. Initial Screen Interview: 20–30 minutes
2. Hiring Manager Interview: 45 minutes
3. Take-Home Assessment: 1 week to complete
4. Panel Interview: 2 hours

Onboarding Milestones

• First 30 days: Focus on learning the Ashby product in depth and receiving initial account assignments.
• First 60 days: Shadow peers and begin taking customer calls.
• First 90 days: Manage your assigned book of customers and explore key areas of project ownership.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO (with 4 weeks recommended per year).
• 12 weeks of fully paid family leave in the US.
• Generous budget for equipment, software, and home office furniture.
• $100/month education budget (plus coverage for events like conferences upon approval).
• Top-notch health insurance for US employees and dependents with 100% employer-covered premiums.