Customer Success Strategy & Operations Lead

Ashby, Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Twelve weeks family leave

Equipment budget

Education budget

Health insurance

Job summary

Ashby, Inc. is seeking a Strategy and Operations leader for Customer Success to drive strategy, processes, and data-driven insights that empower our CS team to deliver exceptional outcomes for our customers.

You will partner with CS leadership, Finance, and Product to optimize health, retention, and revenue growth, designing scalable playbooks, dashboards, and KPI-driven programs while leading change across a fast-growth SaaS environment.

Qualifications

• Experience building and refining CS strategy and processes.
• Strong data analysis and reporting skills.
• Background in fast-growth SaaS environments, CS or RevOps.
• Ability to manage multiple tasks and deadlines.

Responsibilities

• Operationalize CS strategy and processes at scale.
• Analyze metrics (NRR, GRR, churn, adoption, health) and provide insights.
• Own customer journey improvements from onboarding to renewal.
• Collaborate with Finance and CS leadership on planning and headcount.
• Define and deploy KPIs to track strategic initiatives.
• Partner with RevOps to implement tooling changes (CRM, health scoring).
• Coordinate with Sales, Product, and other teams to align resources.

Skills

SaaS knowledge

CRM reporting

Data-driven decisions

Cross-functional collaboration

Strong communication

Autonomy

Tools

HubSpot

Job description

Ashby, Inc. is seeking a Strategy and Operations leader for Customer Success to drive strategy, processes, and data-driven insights that empower our CS team to deliver exceptional outcomes for our customers.

You will partner with CS leadership, Finance, and Product to optimize health, retention, and revenue growth, designing scalable playbooks, dashboards, and KPI-driven programs while leading change across a fast-growth SaaS environment.