Customer Success Manager (CSM) - High Touch

Salary: $110K - $140K Employment Type: Full-Time Location Type: Remote (Ideally PST time zone)

Position Overview

Ashby is seeking a passionate Customer Success Manager (CSM) to join our High Touch Customer Success team. This role focuses on shaping and scaling an exceptional customer experience for our mid-market and enterprise clients. You will be instrumental in onboarding, training, and supporting the adoption of Ashby, driving improved product adoption and customer health. As a CSM, you will become a product and domain expert, enabling our customers to leverage Ashby for hiring excellence.

Role Requirements

• Experience: Minimum of two years of customer success experience in B2B SaaS, with a proven track record in implementing and supporting complex technologies.
• Customer Management: Experience managing diverse customer sizes and books of business within the mid-market segment.
• Collaboration: Proven ability to work effectively with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Product Expertise: Demonstrated passion for becoming a product and industry expert, with experience tailoring training and product walkthroughs to address specific customer challenges.

You Should Apply If You:

• Communicate Clearly: Demonstrate mastery of clear communication, asking precise questions, and explaining complex concepts simply, avoiding jargon.
• Listen Actively: Excel at listening and serving as the voice of the customer to internal stakeholders, influencing the product roadmap.
• Enjoy Teaching: Find opportunities to teach and guide users, from experienced data analysts to new recruiters unfamiliar with SaaS tools.
• Drive Renewals & Processes: Are motivated by driving renewals and crafting repeatable processes to support go-to-market team scalability.
• Are Detail-Oriented: Peers describe you as detail-oriented, taking pride in crisp follow-up emails and accurate, real-time CRM updates.
• Move Fast & Prioritize: Leverage tools and technology to maximize efficiency, comfortable managing a wide range of customers and prioritizing effectively.
• Have Recruiting Experience (Preferred): Previous experience as a recruiter, hiring manager, or interviewer is a plus, as it aids in understanding customer needs and accelerating the onboarding process.
• Are Data-Driven: Consistently seek ways to improve your work through data analysis.

Why You Shouldn't Apply:

• You prefer managing a focused book of business with fewer than 20 accounts.
• You are interested in managing customer accounts with infrequent and well-defined touchpoints.
• You are exclusively focused on commercial CSM roles driven by variable compensation. While revenue retention is a key metric, Ashby prioritizes adoption and engagement. Our Contract Managers handle renewal negotiations and upsells, and this role does not include variable pay, aligning with our strategy to hire product-oriented CSMs.
• You are hesitant to engage deeply with customers on nuanced product details.

About Ashby

Ashby is designed to be powerful and flexible, allowing users to adapt it to their unique needs. Our High Touch Customer Success team is passionate about shaping and scaling an exceptional customer experience. We are growing rapidly and currently have 11 Customer Success Managers, 3 Onboarding Specialists, and 3 Contract Managers across the US and EMEA. We are excited to expand our team with this new CSM role in the Americas.