Strategic Customer Success Manager (EMEA)

Salary: €100K - €145K Location Type: Remote Employment Type: Full-Time

Position Overview

Ashby is building the next generation of recruiting software, designed to help talent leaders, recruiters, and hiring managers run efficient and data-driven hiring processes. We are a well-funded company backed by notable investors like Y Combinator, Elad Gil, and Lachy Groom. Our growth and retention metrics are best-in-class, with tens of millions in ARR and over 100% year-over-year growth. We have thousands of customers, including industry leaders like Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier.

This role focuses on shaping and scaling an exceptional strategic customer experience within our Enterprise Segment, specifically for customers in EMEA. You will be instrumental in guiding Ashby's largest clients, focusing on driving product adoption and improving customer health. You will play a key role in defining how we serve a diverse range of customers, from high-growth organizations to public companies.

About the Role

As a Strategic CSM, you will become a product and domain expert, enabling our customers to leverage Ashby to its full potential and drive hiring excellence. Ashby is a powerful and flexible tool, requiring a deep understanding to maximize its value for users.

Role Requirements

• A strong track record of at least five years in customer success within B2B SaaS, with experience supporting the implementation and adoption of complex technologies.
• Proven experience managing various customer sizes and books of business within the enterprise segment.
• Experience collaborating closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• A passion for becoming a product and industry expert, with demonstrated success in this area in previous customer success roles.
• Ability to create "Aha!" moments by tailoring training and product walkthroughs to address specific customer challenges.

You Should Apply If:

• Clear Communication: You excel at asking precise questions, explaining complex concepts simply, and presenting effectively to both executive stakeholders and early-career individuals.
• Great Listener: You act as the voice of the customer internally, ensuring our product roadmap delivers value. You are skilled in deep discovery and adept at navigating nuance for better understanding.
• Teaching & Consulting: You view every interaction as a teaching opportunity, whether it's explaining complex reports to data analysts or workflows to new SaaS users. You enjoy exploring business outcomes with stakeholders and consulting on process changes.
• Detail-Oriented: Your peers describe you as meticulous, with a commitment to sending crisp follow-up emails on time and maintaining accurate, real-time CRM updates.
• Fast-Paced & Autonomous: You leverage tools and technology to maximize your time and operate as the CEO of your book of business.
• Data-Driven: You consistently seek ways to improve your work through data analysis.

Why You Shouldn't Apply:

• If you prefer managing a broad book of business (this role is focused on a 1:few model).
• If you are interested in managing customer accounts with infrequent and well-defined touchpoints, rather than embracing the fluidity required in early-stage Customer Success.
• If you are primarily motivated by commercial success and variable compensation. While revenue retention is our north star metric, our focus is on adoption and engagement as leading indicators. We have a dedicated team for renewal negotiations and upsells.