Strategic Customer Success Manager – Americas Ashby

HelpfulRemote; Canada; Hybrid; CAD 139,000 - 208,000; Full time

Job summary

Ashby is seeking a seasoned Customer Success professional to manage a book of ~20 enterprise customers across the US and Canada, focusing on adoption and health rather than renewals. You will become a product expert, tailor configurations, and deliver targeted trainings in collaboration with Sales, Marketing, Product, and Operations.

This full-time, remote role welcomes candidates in Canada or the USA and involves a multi-stage interview process.

Qualifications

• Minimum five years of customer success experience in B2B SaaS.
• Experience managing a book of enterprise customers with multi-million ARR.
• Strong communication, attention to detail, and cross-functional collaboration.

Responsibilities

• Manage a book of ~20 enterprise customers worth over $2m ARR, focused on adoption and health.
• Become a deep product expert, tailor configurations, craft training.
• Collaborate with Sales, Marketing, Product, and Operations to shape the customer success motion.

Skills

Customer success

B2B SaaS

Stakeholder management

Cross-functional collaboration

Communication skills

Attention to detail

Job description

This role involves managing a book of around 20 of Ashby’s largest enterprise customers, worth over $2m in total ARR, focused on driving product adoption and customer health rather than renewals or upsells. You’ll become a deep product expert, tailor configurations, craft training, and work closely with stakeholders across Sales, Marketing, Product, and Operations to help shape a growing Strategic customer success motion.

Ashby is looking for at least five years of customer success experience in B2B SaaS, ideally supporting complex, highly configurable products through implementation and adoption. Strong communication skills, comfort with ambiguity, attention to detail, and cross-functional collaboration are important. Prior recruiting or hiring experience is a plus but not required.

This is a full-time position open to candidates based in Canada or the USA, working remotely. The interview process includes a recruiter call, hiring manager interview, take-home exercise, and a multi-part panel interview.

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