Manager of Strategic Customer Success

The posting, as Ashby wrote it

Hi, I’m Loren https://www.linkedin.com/in/lfoseid/, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale.

In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers. A key part of this role is helping your team navigate the nuances of enterprise partnerships — building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business. You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management.

ABOUT THE ROLE

As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product.

As our Manager of Strategic Customer Success, you’ll

• 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

ROLE REQUIREMENTS

• Team Leadership & Coaching: 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.
• Technical Acumen: You're able to get into the technical details of the product alongside your direct reports to help drive customer solutions, and you have experience coaching teams that support a technically complex product.
• Customer Journey Expertise: You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.
• Up Market Motion: You have worked with enterprise customers and scaled their use case as they grow in complexity.
• Operational Mindset: You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable.
• Cross-functional Collabora

[…]
een

45 min - Hiring Manager Interview with Head of Strategic Customer Success

Presentation Round

Final Round

• 30 min - Interview with VP of Customer Success
• 30 min - Interview with CEO
• 10 min - Closing Questions with Hiring Manager

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 work with a product that our prospects & 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 is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan 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. Get what you need to be happy and productive!

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.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.