Head of High Touch Customer Success

About the Role

Ashby is seeking a Head of High Touch Customer Success to elevate the customer experience and drive the overall strategy and execution of the High Touch CS function. You will join the Dedicated CSM leadership team, working alongside other leaders to ensure customers have an exceptional experience as the company scales.

Responsibilities

In this role, you will:

• Lead and coach the current Manager of High Touch CS and your team of CSMs, supporting customers through onboarding, adoption, and long-term partnership.
• Drive process improvements across the customer journey, with a focus on post-onboarding and adoption.
• Evolve how consistent, high-quality customer experiences are delivered at scale.
• Serve as a key product advocate, partnering closely with internal teams to champion improvements for upper mid-market and lower enterprise customers.

Role Requirements

Team Leadership & Coaching

• Experience leading and developing Customer Success Managers in a B2B SaaS environment.
• Ability to foster a culture of empathy, accountability, and continuous growth.

Customer Journey Expertise

• Understanding of the customer lifecycle and experience improving onboarding, adoption, and retention through thoughtful, repeatable approaches.

Operational Mindset

• Experience implementing and improving team processes.
• Ability to bring a structured lens to scaling what works while remaining adaptable.

Cross-functional Collaboration

• Comfort partnering with teams like Sales, Product, and Support to align around customer needs and elevate the customer experience.

Problem-Solving Orientation

• A thoughtful, pragmatic approach to finding solutions that fit the unique needs of your team and customers, rather than relying on past methods.

Data-Driven

• Comfort using data and metrics to drive decision-making and continuously improve both the team and customer experience.

Customer-First Thinking

• Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.

Lifecycle Awareness

• Familiarity with key stages like onboarding and adoption, and experience supporting efforts that drive product engagement and customer goal achievement.

Ideal Candidate Profile

You'll be a great fit if you:

• Demonstrate clear communication, asking clarifying questions with precision and distilling complex concepts into simple themes.
• Are a great listener, acting as an advocate for the Customer Success Team and the voice of the customer to internal stakeholders.
• Are a problem solver, thriving at solving complex challenges with innovative, scalable solutions.
• Understand that process matters, and are eager to improve processes and workflows for efficiency and efficacy.
• Are detail-oriented, taking pride in internal operations.
• Are an advocate for the team, willing to help define resourcing and headcount planning.
• Love to coach and see every teaching opportunity.

Employment Details

• Salary: $170K - $210K
• Location Type: Remote
• Employment Type: FullTime