[Remote] Manager of Strategic Customer Success

Note: The job is a remote job and is open to candidates in USA. Ashby builds enterprise software for hiring teams. The Manager of Strategic Customer Success leads and develops a team serving enterprise customers, improves scalable customer-success processes, and partners cross-functionally to deliver strong customer outcomes.

Responsibilities

• Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor
• Drive process optimization across the customer journey — with a particular focus on adoption and optimization
• Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management
• Balance building scalable process with delivering the bespoke experiences our most complex customers expect
• Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers

Skills

• You have experience leading and developing Customer Success Managers in a SaaS environment
• You know how to foster a culture of empathy, accountability, and continuous growth
• You're able to get into the technical details of the product alongside your direct reports to help drive customer solutions
• You have experience coaching teams that support a technically complex product
• You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches
• You have worked with enterprise customers and scaled their use case as they grow in complexity
• You've helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable
• You're comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience
• You don't rely on “what worked before” — you're thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers
• You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences
• You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success
• You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple, actionable themes
• You listen deeply. You see your role as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders — ensuring our product roadmap continues to evolve in the right direction
• You advocate for your team. You engage actively in resourcing and headcount planning conversations and bring a clear point of view
• You love to coach. You see every teaching moment as an opportunity and are excited to help your team grow and develop
• You are a structured problem solver. You thrive at solving complex challenges with innovative, scalable solutions
• You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy
• Your peers describe you as detail oriented. You take pride in strong internal operations
• You have not spent the last few years leading an upmarket Customer Success team in a growing B2B SaaS business

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US; Ashby plans to expand this to employees in other countries as situations arise.
• $100/month education budget, with more expensive items (like conferences) covered with manager approval.
• Extended health benefits for you and your dependents, subject to availability with our Employer of Record.
• Generous equipment, software, and office furniture budget.

Company Overview