High Touch Customer Success Manager - EMEA

About Ashby

Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence.

About the Role

Hi, I’m Casey, and I’m the Head of High Touch Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market and enterprise segments. We’ve been growing rapidly, and today our broader team includes 11 Customer Success Managers, 3 Onboarding Specialists, and 3 Contract Managers across the US and EMEA. I'm thrilled to be hiring our next CSM in EMEA as we continue expanding globally.

As an early member of our Customer Success team, you will help us establish our High Touch Customer Success function in Europe. In this role, you'll onboard, train, and support the adoption of Ashby with a wide range of customers based throughout the region. You will shape how we serve customers ranging from high growth startups to public companies.

Role Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies.
• You have managed varying sizes of customers and books of business in the mid market segment.
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring trainings and product walk throughs to address a customer’s specific challenges.

You Should Apply If

• Clear Communication: You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon.
• Great Listener: You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value.
• Loves to Teach: You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity.
• Drives Renewals & Processes: You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future.
• Detail-Oriented: Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates.
• Fast-Paced & Prioritizes: You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively.
• Builds in New Regions: You have been the first CSM in a new region for a company and find “building the plane while flying it” to be an energizing way of working.
• Recruiting Experience (Bonus): You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!
• Data-Driven Improvement: You are always looking for ways to improve your work through data.

Why You Shouldn’t Apply

• You prefer managing a focused book of business, ideally with fewer than 20 accounts.
• You're interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work).
• You shine as an exclusively commercial CSM, motivated by variable compensation. While our team's north star metric is revenue retention, we focus on adoption and engagement as our leading indicators. For renewal negotiation and upsell, we have a lovely team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adh.

Employment Details

• Salary: €80K - €120K
• Location Type: Remote
• Employment Type: FullTime