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 such as Y Combinator, Elad Gil, and Lachy Groom. With tens of millions in ARR and growing over 100% year-over-year, we have thousands of customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier.

This role is for our next Strategic Customer Success Manager in the EMEA region, focusing on shaping and scaling an exceptional strategic customer experience for our Enterprise Segment. You will guide Ashby's largest customers, focusing on improved product adoption and increased customer health, enabling them to drive hiring excellence.

About This Role

As a Strategic CSM, you will:

• Guide Ashby's biggest customers, focusing on improved product adoption and increased customer health.
• Shape how we serve customers ranging from high-growth organizations to public companies.
• Become a product and domain expert to enable customers to make the best use of Ashby.

Role Requirements

• A strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies.
• Experience managing varying sizes of customers and books of business in the enterprise segment.
• Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• A passion for becoming a product and industry expert, with experience doing so in a previous customer success role.
• Ability to create 'Ah ha!' moments by tailoring trainings and product walkthroughs to address a customer’s specific challenges.

You Should Apply If:

• Clear Communication: You ask questions with precision, explain complex concepts simply, and thrive presenting to executive stakeholders and early-career individual contributors.
• Great Listener: You act as the voice of the customer to internal stakeholders, excel at deep discovery, and navigate nuance for better understanding.
• Love to Teach and Consult: You see every teaching moment as an opportunity to help users, whether it's explaining complex reports or workflows. You enjoy exploring business outcomes and consulting on process changes.
• Detail-Oriented: Your peers describe you as detail-oriented, with a focus on crisp follow-up emails and real-time CRM updates.
• Move Fast: You leverage tools and technology to maximize your time and operate as the CEO of your book of business.
• Data-Driven Improvement: You are always looking for ways to improve your work through data.

Why You Shouldn't Apply:

• You prefer managing a broad book of business (this role is 1:few).
• You are interested in managing customer accounts with infrequent and well-defined touchpoints, rather than the fluidity required of early-stage CS work.
• You shine as an exclusively commercial CSM, motivated primarily by variable compensation. While revenue retention is our north star metric, we focus on adoption and engagement as leading indicators. We have an excellent team for renewal negotiation and upsell.

Company Information

Ashby is a well-funded and rapidly growing B2B SaaS company in the recruiting software space. We are backed by top investors and serve thousands of leading companies. Our mission is to shape an exceptional customer experience, starting with our Enterprise segment.