High Touch Implementation Specialist - Americas (West)

Ashby; San Francisco (CA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

Education budget

Competitive compensation

Stock options

Paid family leave

Job summary

Ashby is looking for a High Touch Implementation Specialist in San Francisco. This role involves managing the implementation of Ashby's solutions for mid-market and smaller enterprises while ensuring a positive customer experience. Ideal candidates will have extensive project management experience in B2B SaaS environments. Benefits include competitive compensation, unlimited PTO, and a generous education budget. Compensation is between $120K and $140K annually.

Qualifications

• Extensive experience leading implementation and onboarding projects in high-growth B2B SaaS environments.
• Experience with complex, multi-module SaaS systems and analytics.
• Strong understanding of customer needs and ability to tailor implementations.

Responsibilities

• Manage and execute end-to-end implementation of Ashby’s solution for mid-market and smaller enterprise customers.
• Develop and execute implementation plans to ensure positive customer experience.
• Support customers to achieve desired outcomes quickly.

Skills

Implementation & Project Management

Technical Proficiency

Customer Centricity

Change Management

Critical Thinking & Solutions Orientation

Cross-functional Collaboration

Job description

High Touch Implementation Specialist

Hi, I’m Daryl and I’m the Manager of High Touch Implementations at Ashby. One of my favorite aspects of Ashby is our operating principle of Continuous Improvement. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering, “What is a better way to accomplish this?”. That’s why I am thrilled to be hiring a High Touch Implementation Specialist, specifically in the PST or MST timezone!

As a founding member of the High Touch Implementation team and part of our growing Professional Services team within Ashby’s Customer Success organization, you’ll have a unique opportunity to help shape this new implementation offering and uplevel the overall customer experience.

About This Role

As an Implementation Specialist aligned to our High Touch segment, you will be responsible for managing and executing the end-to-end implementation of Ashby’s solution for mid-market and smaller enterprise customers. Your book of business will include about 15 active implementations at a time, each lasting 4-8 weeks. You will work directly with customers to develop and execute implementation plans that ensure a positive customer experience and expedited time to value. Your goal is to support our customers, helping them get up and running swiftly with Ashby so they can achieve their desired outcomes.

Role Requirements

• Implementation & Project Management: you have extensive experience leading implementation and onboarding projects in high‑growth B2B SaaS environments, defining scope, aligning stakeholders, communicating project plans, and delivering results against agreed‑upon expectations. You keep teams on track to meet milestones, work effectively in a remote first setting, and are willing to travel less than 10% for customer engagements.
• Technical Proficiency: you have experience with complex, multi-module SaaS systems, understand shared configuration and data models, and are comfortable with analytics, conditional logic, and relational data. Ashby knowledge is a plus but not required.
• Customer Centricity: you deeply understand customer needs and tailor implementations to meet their specific requirements. You build strong customer relationships by maintaining high levels of engagement and communication; you’re the customer’s proactive guide and advocate throughout the implementation period.
• Change Management: you are experienced in navigating change management processes and helping customers adapt to new systems and a refreshed approach.
• Best Practices & Recommendations: you take pride in advising customers on best practices specific to their usage of software to ensure optimal value.
• Critical Thinking & Solutions Orientation: you proactively address thematic customer opportunities and improve our processes accordingly. You don’t rely on “I’ve seen this done,” but instead think critically to solve problems.
• Cross‑functional Collaboration: you effectively partner with cross‑functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

You Could Be a Great Fit If

• You demonstrate clear communication, ask clarifying questions with precision, and can distill complex concepts into simple themes.
• You are a great listener and serve as the voice of the customer to internal stakeholders, ensuring our offerings continue to evolve in accordance with customer needs.
• You are a problem solver and thrive at solving complex challenges with innovative, scalable solutions.
• You know process matters and are eager to improve processes and workflows to enhance efficiency and efficacy.
• You are detail‑oriented and technically proficient, taking pride in internal operations.
• You are data‑driven and use metrics and analytics to inform decisions and measure success.
• You are adaptable, navigating changes in a fast‑paced, evolving environment.
• You love to coach, seeing every teaching moment as an opportunity and are excited to help customers grow.

You Might Not Be a Great Fit If

• You bring project management expertise but rely on others to be technical or product subject‑matter experts during implementations.
• You prefer managing shorter implementations of less than 30 days.
• You typically manage only a few simultaneous implementations at a time; this segment moves with urgency and expects a book of about 15 implementations at a time.
• You are accustomed to defining ideas and strategies, yet not responsible for their execution.
• You prefer working with a simple product, such as a point solution.
• You prefer to build exclusively, rather than build, iterate, and optimize.

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high‑quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects and customers are truly excited about.
• Competitive compensation is offered.
• 10‑year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby — do it when you feel financially comfortable.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive.
• $100 per month education budget with more expensive items covered with manager approval.

Compensation Range: $120K – $140K.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.