[Remote] High Touch Customer Success Manager - PST at Ashby

United States

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$110,000 – $140,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Technology, HR TechIndustries

Requirements

Strong track record of customer success experience in B2B SaaS (at least two years), supporting implementation and adoption of complex technologies
Comfortable managing a book of ~60 mid-market customers exceeding $1.5MM in total ARR
Experience managing 4-8 week implementations and delivering value through the customer journey
Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
Experience becoming a product and industry expert in a previous customer success role, creating 'Ah ha!' moments via tailored training and product walkthroughs
Experience with technically complex products, with strong curiosity to explore details
Mastery of clear communication: asking precise questions, explaining complex concepts simply, avoiding business jargon
Great listener, acting as the voice of the customer to internal stakeholders
Ability to prioritize time effectively with a larger book of varied customers
Energized by learning and supporting a complex product, diving into technical details, advanced configurations, and data workflows
Passion for teaching diverse audiences, from tenured data analysts to new recruiters
Excitement about driving renewals and crafting repeatable processes for go-to-market scaling
Detail-oriented: obsessing over crisp, timely follow-up emails and real-time CRM updates
Ability to move fast, leveraging tools/technology, managing wide-ranging customers, and prioritizing effectively
Energized by continuous improvement in a growing, iterating team environment
Data-driven approach to improving work
Previous experience as a recruiter, hiring manager, or interviewer (preferred, not required)
Located in PST or MST timezone

Responsibilities

Onboard, train, and support adoption of Ashby with mid-market customers (high-growth startups to public enterprises)
Manage a book of ~60 mid-market customers
Lead 4-8 week implementations
Develop relationships across a broad set of customer stakeholders to drive adoption and retention
Partner closely with the Americas High Touch team (seven CSMs) to shape high-touch customer experience
Become a product and domain expert to enable customers to optimize Ashby for hiring excellence
Create tailored training and product walkthroughs addressing specific customer challenges
Act as the voice of the customer to internal stakeholders for product roadmap value
Drive renewals and craft repeatable processes for go-to-market scaling
Prioritize time effectively to maximize impact across customers
Maintain crisp internal operations like real-time CRM updates

Skills

Key technologies and capabilities for this role

Customer SuccessB2B SaaSCustomer OnboardingProduct TrainingStakeholder ManagementAdoptionRetentionCross-functional CollaborationSalesMarketingProductOperations

Questions & Answers

Common questions about this position

What is the salary range for the High Touch Customer Success Manager role?

The salary range is $110K - $140K.

Is this position remote, and are there any location requirements?

This is a remote position, specifically for candidates in the PST or MST timezone.

What experience and skills are required for this role?

Candidates need at least two years of customer success experience in B2B SaaS, managing implementations of complex technologies, handling a book of ~60 mid-market customers exceeding $1.5MM in total ARR, and working with cross-functional stakeholders.

What is the team structure like for this position?

You will join a talented group of seven CSMs on the Americas High Touch team, partnering closely to shape customer service for companies from high-growth startups to public enterprises.

What qualities make a strong candidate for this role?

Strong candidates demonstrate mastery of clear communication, great listening skills as the voice of the customer, ability to prioritize across a large book of varied customers, enthusiasm for learning complex products, and a passion for teaching diverse users.

Ashby

Hiring solutions for scaling companies

About Ashby

Ashby provides hiring solutions that help companies grow by streamlining their recruitment processes. The platform includes features like applicant tracking, interview scheduling, and analytics, which allow teams to manage their hiring efficiently. Unlike many competitors, Ashby focuses on serving scaling companies and offers a subscription-based service model. The goal of Ashby is to enable organizations to meet their recruitment targets quickly and effectively, ensuring they can hire the right talent to support their growth.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$62.7MTotal Funding

SERIES_CCompany Stage

Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Parental Leave

Company Equity

Stock Options

401(k) Company Match

Risks

Emerging startups with innovative features at lower costs threaten Ashby's market share.

Rapid AI advancements may outpace Ashby's current technology, reducing platform attractiveness.

Economic downturns could lead to reduced hiring budgets, impacting Ashby's revenue.

Differentiation

Ashby offers enterprise-grade recruitment software tailored for high-growth companies.

The platform includes applicant tracking, interview scheduling, and analytics for efficient hiring.

Ashby serves notable clients like Opendoor, Reddit, and Notion, enhancing its market credibility.

Upsides

Ashby raised $30M in Series C funding, boosting its growth potential.

The rise of remote work increases demand for Ashby's virtual hiring capabilities.

Growing use of data analytics in recruitment aligns with Ashby's focus on analytics.

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