Upmarket Enterprise CS Manager: Scale & Strategy

Ashby; United States; À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Unlimited PTO

Family Leave

Stock Options

Education Budget

Health Benefits

Equipment Budget

Résumé du poste

Ashby is seeking a Manager of Strategic Customer Success to lead a tenured team of CSMs serving Ashby's largest and most complex customers. You will coach, develop, and scale a high-impact team while shaping how Ashby delivers value as we scale upmarket.

You’ll partner with Product, Implementation, Support, Sales, RevOps, and Contract Management to drive adoption, retention, and bespoke experiences for enterprise customers.

Qualifications

• Experience leading Customer Success Managers in a SaaS environment with empathy, accountability, and growth.
• Able to zoom into product details with reports to drive customer solutions.
• Understanding of enterprise lifecycle and onboarding, adoption, retention improvements.
• Experience scaling upmarket enterprise customers and their use cases.
• Implemented scalable processes and demonstrated structured, adaptable thinking.
• Ability to partner cross-functionally with Sales, Product, Support.
• Comfort with data and metrics to drive decisions and improve outcomes.
• Customer-first mindset with focus on B2B needs and strong handoffs.

Responsabilités

• Lead and coach a team of CSMs serving post-onboarding customers.
• Improve team performance through 1:1 coaching and operational rigor.
• Drive adoption and optimization across the customer journey.
• Advocate for the CSM team across Product, Support, Sales, RevOps, and Contract Management.
• Balance scalable processes with bespoke experiences for complex customers.
• Shape how Ashby delivers value as we scale upmarket.

Connaissances

Team Leadership

Coaching

Enterprise CS

Cross-functional

Data-driven

Operational Mindset

Customer Journey

Up Market Motion

Problem Solving

Communication

Description du poste

Ashby is seeking a Manager of Strategic Customer Success to lead a tenured team of CSMs serving Ashby's largest and most complex customers. You will coach, develop, and scale a high-impact team while shaping how Ashby delivers value as we scale upmarket.

You’ll partner with Product, Implementation, Support, Sales, RevOps, and Contract Management to drive adoption, retention, and bespoke experiences for enterprise customers.