EMEA Mid-Market CSM: High-Touch SaaS Adoption

Define Ventures; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Stock options (10-year window)

Unlimited PTO

Family leave (12 weeks)

Equipment budget

Education budget

Job summary

Ashby is seeking a seasoned Customer Success Manager to lead high-touch engagements for mid-market customers across the EMEA region. You will implement, train, and support adoption of Ashby, becoming a product expert and trusted advisor to a diverse set of stakeholders.

You will manage 60+ mid-market accounts, drive adoption, renewals, and help scale processes for a growing GTM team, while leveraging data to optimize outcomes for customers and the product.

Qualifications

• 2+ years of customer success experience in B2B SaaS with implementation and adoption.
• Experience managing a book of ~60 mid-market customers with >$1.5M ARR.
• Experience working with Sales, Marketing, Product, and Operations.
• Ability to tailor training and product walkthroughs to customer challenges.
• Experience with technically complex products and data workflows.

Responsibilities

• Implement, train, and support adoption of Ashby with customers across the EMEA region.
• Manage 4–8 week implementations while delivering value throughout the customer journey.
• Develop relationships across a broad set of stakeholders across Sales, Marketing, Product, and Operations.
• Create training and product walkthroughs to address customers' specific challenges.
• Drive renewals and help build repeatable processes to scale the GTM team.
• Maintain crisp follow-up communications and real-time CRM updates.

Skills

Customer Success

B2B SaaS

Cross-functional collaboration

Stakeholder management

Training & product walkthroughs

Tools

CRM systems

Data workflows

Job description

Ashby is seeking a seasoned Customer Success Manager to lead high-touch engagements for mid-market customers across the EMEA region. You will implement, train, and support adoption of Ashby, becoming a product expert and trusted advisor to a diverse set of stakeholders.

You will manage 60+ mid-market accounts, drive adoption, renewals, and help scale processes for a growing GTM team, while leveraging data to optimize outcomes for customers and the product.