[Remote] Head of High Touch Customer Success at Ashby

Candidates should have experience leading and developing Customer Success Managers in a B2B SaaS environment, fostering a culture of empathy, accountability, and continuous growth. They must understand the customer lifecycle and have experience improving onboarding, adoption, and retention through repeatable approaches. An operational mindset for implementing and improving team processes, cross-functional collaboration skills with Sales, Product, and Support, and a problem-solving orientation are essential. Data-driven decision-making, customer-first thinking with a history of outstanding support experiences, and lifecycle awareness including onboarding and adoption are also required. Clear communication, strong listening skills, and a detail-oriented approach are preferred.