Ashby
Customer Success
CustomerSuccessManager,APAC
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“Customer Success Manager, APAC at Ashby. Skills: Customer Success, Implementation, Project Management, Customer Relationships. Serve as Implementation Specialist and CSM. Own the customer journey end to end”
What You'll Achieve.
Drive adoption, engagement, and long-term outcomes; Act as a proactive owner of customer health, risk, and value realization; Deliver cohesive, high-quality customer outcomes across the full lifecycle; Ensuring expedited time to value; Ensure they get maximum value from Ashby; Help customers grow and succeed; Improve outcomes over time
Industry & Context.
Anticipate risks; Troubleshoot issues; Support evolving customer requirements; Think critically; Proactively identify themes across customers; Use data, signals, and metrics to assess adoption, spot risk, and continuously refine your approach; Use insights to evaluate what is working, identify risks, and improve outcomes over time
Travel up to 10 percent as needed for strategic customer engagements in APAC, Operating as the first Customer Success hire in APAC
What They're Looking For.
Must Have
Customer Success in B2B SaaS, supporting Enterprise or Strategic customers, complex, configurable products, driving adoption, engagement, and long-term outcomes, balancing both implementation work and ongoing Customer Success, build trusted, multi-threaded relationships with senior stakeholders, proactive owner of customer health, risk, and value realization, partner closely with Sales, Product, Support, Professional Services, and Operations, managing end-to-end implementations and onboarding projects, defining scope, aligning stakeholders, communicating project plans, delivering against milestones and expectations, customer’s guide throughout implementation, expedited time to value, smooth transition into steady-state customer success, product and industry expert, tailoring configuration, workflows, and training, worked with technically complex products, deeply curious about how things work, anticipate risks, troubleshoot issues, support evolving customer requirements, advising customers on best practices, experienced in change management, help customers successfully adopt new systems, workflows, and ways of working, think critically, proactively identify themes across customers, using those insights to improve internal processes, implementation approaches, and customer playbooks, use data, signals, and metrics to assess adoption, spot risk, and continuously refine your approach, operating as the first Customer Success hire in APAC, bringing curiosity, ownership, and initiative, develop the region, define best practices, partnering cross-functionally, communicate with clarity and precision, distill complex workflows, reports, or technical concepts into simple, confident guidance, listener first, seek to deeply understand customer needs, advocate for them internally, thrive in complexity, energized by learning a powerful, configurable product, translating that knowledge into practical solutions, love teaching and coaching, see every interaction as an opportunity to help customers grow and succeed, detail-oriented, send crisp follow-ups, keep projects on track, take pride in internal operations and CRM hygiene, data-driven, use insights to evaluate what is working, identify risks, improve outcomes over time, adaptable, excited to help shape and evolve our enterprise and APAC customer motion as the region scales
Nice to Have
5+ years preferred, experience as a recruiter, hiring manager, interviewer
What You'll Do.
Serve as Implementation Specialist and CSM
Own the customer journey end to end
Develop product and domain expertise
Help customers apply Ashby
Achieve hiring excellence
Manage end-to-end implementations
Communicate project plans
Deliver against milestones
Act as customer’s guide
Ensure expedited time to value
Transition into steady-state customer success
Advise customers on best practices
Help customers adopt new systems
Improve internal processes
Improve implementation approaches
Improve customer playbooks
Define best practices
Shape customer motion
How You'll Work.
Team & Collaboration
Partner with Ashby’s customers; Partner closely with Sales, Product, Support, Professional Services, and Operations; Partnering cross-functionally
Communication Scope
Communicate with clarity and precision; Distill complex workflows, reports, or technical concepts into simple, confident guidance
Process & Methodology
Managing end-to-end implementations, Onboarding projects, Defining scope, Aligning stakeholders, Communicating project plans, Delivering against milestones and expectations, Keep projects on track
Full Job Description
ABOUT THIS ROLE Our Customer Success team is passionate about shaping and scaling an exceptional enterprise customer experience globally. As we continue to grow in APAC, we are excited to hire our first Customer Success Manager in region to support the implementation and full lifecycle of our Strategic and High Touch customers in the region. In this role, you will serve as both the Implementation Specialist and CSM for a defined book of upmarket APAC customers. You will own the customer journey end to end, from implementation and onboarding through long-term adoption, customer health, and value realization. You will partner with Ashby’s customers, helping them get up and running quickly while also building deep, ongoing strategic relationships. Ashby is powerful and highly configurable, and this role requires both technical depth and customer leadership. You will develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence. This role is ideal for someone who thrives in complexity, enjoys hands-on execution, and is excited to help shape how we support customers in a new region. Role Requirements CUSTOMER SUCCESS & ACCOUNT OWNERSHIP - You have a strong background in Customer Success in B2B SaaS (5+ years preferred), supporting Enterprise or Strategic customers on complex, configurable products and driving adoption, engagement, and long-term outcomes. - You are excited to own a strategic book of customers in APAC, balancing both implementation work and ongoing Customer Success for our upmarket customers. - You build trusted, multi-threaded relationships with senior stakeholders and act as a proactive owner of customer health, risk, and value realization. - You partner closely with Sales, Product, Support, Professional Services, and Operations to deliver cohesive, high-quality customer outcomes across the full lifecycle. IMPLEMENTATION & PROJECT MANAGEMENT - You have experience managing end-to-end
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