Strategic Customer Success Manager - Americas (PST)

Ashby; United States; Remote; USD 140,000 - 170,000; Full time

Job summary

An innovative firm is seeking a Strategic Customer Success Manager to enhance customer experience in the Enterprise Segment. This role focuses on guiding major clients to maximize product adoption and drive hiring excellence. With a commitment to quality work and a supportive team environment, you will engage with diverse organizations, from startups to public companies. The position offers unlimited PTO, long-term stock options, and top-tier health insurance, making it an attractive opportunity for those passionate about customer success and continuous improvement.

Benefits

Unlimited PTO

Long-term stock options

Generous equipment budget

$100/month education allowance

Top-tier health insurance

401k match

Paid family leave

Qualifications

• 5+ years of customer success experience in B2B SaaS.
• Ability to manage diverse customer sizes and complex tech adoption.

Responsibilities

• Guide Ashby’s largest customers on product adoption.
• Become a product and industry expert for tailored customer training.

Skills

Customer Success Management

B2B SaaS Experience

Cross-functional Collaboration

Data Analysis

Communication Skills

Job description

Strategic Customer Success Manager - Americas (PST)

Join to apply for the Strategic Customer Success Manager - Americas (PST) role at Ashby

Base pay range

$140,000.00/yr - $170,000.00/yr

About Ashby

We’re building the next generation of recruiting software, starting with products that help talent leaders, recruiters, and hiring managers run efficient, data-driven hiring processes. Backed by Y Combinator, Elad Gil, Lachy Groom, and serving thousands of customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier, we are experiencing rapid growth with tens of millions in ARR, over 100% YoY growth, and low churn.

About This Role

We are expanding our team to enhance strategic customer experience in our Enterprise Segment, ideally located in the PST time zone. You will guide Ashby’s largest customers, focusing on product adoption and customer health, supporting a range of organizations from high-growth startups to public companies. You will become a product and industry expert to help customers maximize Ashby’s capabilities and drive hiring excellence.

Role Requirements

• At least five years of customer success experience in B2B SaaS, supporting complex technology implementation and adoption.
• Experience managing diverse customer sizes within the enterprise segment.
• Collaboration skills with cross-functional teams such as Sales, Marketing, Product, and Operations.
• Ability to become a product and industry expert, creating tailored trainings and walkthroughs for customers.

You Should Apply If

• You communicate clearly and can explain complex concepts simply, comfortable presenting to both executives and early-career staff.
• You are an attentive listener, able to advocate for customer needs and facilitate deep discovery.
• You enjoy teaching, consulting, and exploring business outcomes with stakeholders.
• You are detail-oriented, punctual, and proactive in internal operations like CRM updates.
• You work efficiently, leveraging tools to maximize productivity, acting as the CEO of your book of business.
• You seek continuous improvement through data analysis.

Why You Shouldn’t Apply

• If you prefer managing a broad, infrequent-touch account portfolio.
• If you prefer managing accounts with less fluidity and more structured interactions.
• If you are motivated by variable compensation and focus primarily on revenue retention, as this role emphasizes adoption and engagement without variable pay.
• If you are uncomfortable with detailed, granular customer interactions.

Interview Process

Our thorough process includes an intro call, hiring manager interview, mock customer call, and a virtual onsite to ensure a great fit for both you and Ashby.

Benefits

• Focus on quality work over quick fixes.
• Long-term stock options with a 10-year exercise window.
• Unlimited PTO with a recommended four-week minimum.
• 12 weeks of paid family leave in the US, with plans to expand.
• Generous equipment and software budgets.
• $100/month education allowance.
• Top-tier US health insurance with premiums covered.
• 401k match in the US.

Ashby is an equal opportunity employer committed to diversity and inclusion.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Software Development