Startup Customer Success Manager - Americas

Ashby is looking for a Startup Customer Success Manager based in the US or Canada to join our growing Startup Customer Success team.

Our Startup Customer Success Team serves early-stage customers programmatically. These customers are learning how to build hiring excellence into the DNA of their growing organizations while navigating our recruiting platform.

Role Overview

In this role, you will create high-quality onboarding materials, documentation, and e-webinars that enable customers to get up and running independently. You will also manage a pooled shared inbox, assist via customer calls per SLAs, and drive core team projects aimed at improving customer retention and product onboarding.

Key Responsibilities

• Act as a primary point of contact in a shared inbox and on customer calls via a pooled CS model.
• Create live and recorded foundational webinar series, documentation, and in-app onboarding experiences (using tools like Amplitude).
• Drive medium to large internal projects focused on operational efficiency and retention best practices.
• Dig into customer workflows to troubleshoot complex product setups and recommend optimal paths forward.

Candidate Profile

You should apply if:

• You have 2+ years of full-time experience in Startup Customer Success, Account Management, or Program Management supporting a complex SaaS product.
• You enjoy becoming a product expert and getting into the technical details to solve complex user challenges.
• You are skilled at problem definition, mapping multiple solutions, and taking principled action.
• You have strong attention to detail with clear, thorough, and empathetic written and verbal communication.
• You are naturally curious and proactively identify internal processes or workflows that can be improved.

You should not apply if:

• You prefer managing a 1:1 dedicated portfolio rather than a pooled (1:many) customer success model.
• You view Customer Success purely as onboarding rather than ongoing retention partnership.
• You prefer routine execution over cross-functional project work and complex problem-solving.

Interview Process

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

Onboarding Timeline

• First 30 Days: Build a strong foundation on the Ashby product platform and receive your initial account assignments.
• First 60 Days: Shadow teammates and conduct your first customer calls.
• First 90 Days: Manage a book of customers and take ownership of key operational project areas.

Benefits & Perks

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