Ashby
Customer Success
ManagerofHighTouchCustomerSuccess
“Manager of High Touch Customer Success at Ashby. Skills: Team Leadership & Coaching, Customer Journey Expertise, Operational Mindset, Cross-functional Collaboration, Problem-Solving Orientation, Data-Driven, Customer-First Thinking, Lifecycle Awareness. Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success. Uplevel team performance through 1:1 coaching, skill development, and operational rigor”
What You'll Achieve.
Elevate the customer experience; Help customers succeed; Deliver high-quality experiences; Help the team operate effectively at scale; Deliver consistently outcomes across many customers; Ensure our customers have a remarkable experience with Ashby; Drive adoption, value realization, and long-term partnership post-onboarding; Uplevel team performance; Drive scalable approaches to customer success; Deliver consistent, high-quality experiences at scale
Industry & Context.
Problem-Solving Orientation; Thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers; Structured problem solver; Tackle complex challenges with thoughtful, scalable solutions—not just one-off fixes
What They're Looking For.
Must Have
Experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product, Deep experience driving adoption, retention, and long-term value realization, Experience implementing and improving team processes, Experience partnering with teams like Implementation, Sales, Product, and Support, Experience using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes, Deep understanding of B2B customer needs, Track record of delivering high-quality, thoughtful customer experiences, Understanding of the full customer lifecycle, Ability to effectively partner with cross-functional teams to ensure handoffs and sustained success, Ability to communicate with clarity, Ability to ask thoughtful, precise questions and distill complex concepts into simple, actionable insights, Ability to listen deeply, Ability to act as both an advocate for your team and a voice of the customer, Ability to tackle complex challenges with thoughtful, scalable solutions, Ability to improve workflows and build systems that increase efficiency and consistency across the team, Ability to operate with attention to detail, Ability to bring rigor to internal operations and take pride in executing at a high standard, Ability to seek opportunities to develop your team and elevate performance over time
Nice to Have
Experience managing a large book of business (~60 customers), Experience identifying what's working, turning it into repeatable best practices, and building systems that allow the team to deliver consistently outcomes across many customers
What You'll Do.
Lead and coach a team of CSMs who partner with customers across adoption
Uplevel team performance through 1:1 coaching
and operational rigor
Drive scalable approaches to customer success
helping the team translate what’s working into repeatable best practices across a large portfolio
Partner closely with Implementation
and cross-functional teams to ensure a seamless customer experience across the lifecycle
Be a key voice in evolving how we deliver consistent
high-quality experiences at scale
How You'll Work.
Team & Collaboration
Partner closely with other leaders across High Touch CS, Startup CS, Implementation, as well as Support and Contract Management; Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle
Communication Scope
Communicate with clarity; Ask thoughtful, precise questions; Distill complex concepts into simple, actionable insights; Listen deeply; Act as both an advocate for your team and a voice of the customer; Ensure feedback meaningfully shapes internal decisions and product direction
Applying for this Manager of High Touch Customer Success role?
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How to Apply on Ashby
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