Ashby
SaaS
ManagerofStrategicCustomerSuccess
“Manager of Strategic Customer Success at Ashby. Skills: Team Leadership & Coaching, Customer Journey Expertise, Up Market Motion, Operational Mindset, Cross-functional Collaboration, Problem-Solving Orientation, Data-Driven, Customer-First Thinking, Lifecycle Awareness. Lead and coach a team of CSMs. Serve as the primary point of contact for customers post-onboarding and throughout the partnership”
What You'll Achieve.
Drive exceptional outcomes with a rapidly evolving product; Deliver consistent, high-quality outcomes for our Enterprise customers
Industry & Context.
Identify gaps; Drive meaningful change; Problem-Solving Orientation; Thoughtful, pragmatic, and eager to find solutions; Structured problem solver; Solve complex challenges with innovative, scalable solutions
What They're Looking For.
Must Have
Experience leading and developing Customer Success Managers in a SaaS environment, Understanding of the enterprise customer lifecycle, Experience working with enterprise customers, Experience implementing and improving team processes, Comfortable partnering with teams like Sales, Product, and Support, Thoughtful, pragmatic, and eager to find solutions, Comfortable using data and metrics to drive decision-making, Deep understanding of B2B customer needs, History of ensuring outstanding support experiences, Understanding of the full customer lifecycle, Clear communication, Ability to ask clarifying questions with precision, Ability to distill complex concepts into simple, actionable themes, Ability to listen deeply, Ability to advocate for the Customer Success team, Ability to engage actively in resourcing and headcount planning conversations, Ability to bring a clear point of view, Ability to see every teaching moment as an opportunity, Excited to help your team grow and develop, Ability to solve complex challenges with innovative, scalable solutions, Eagerness to improve processes and workflows, Detail oriented, Pride in internal operations
Nice to Have
Experience with highly configurable complex products, Experience leading an upmarket Customer Success team in a growing B2B SaaS business
What You'll Do.
Lead and coach a team of CSMs
Serve as the primary point of contact for customers post-onboarding and throughout the partnership
Uplevel team performance through 1:1 coaching
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
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
drive meaningful change
and bring a creative vision to the enterprise segment
Help the team navigate the nuances of enterprise partnerships
Build the depth of engagement these customers expect
Identify what's working and translate it into repeatable approaches that scale
Partner closely with other leaders across Product
and Contract Management
Shape how Ashby delivers value as we scale upmarket
Act as the team's coach
Build systems that scale
Advocate cross-functionally
How You'll Work.
Team & Collaboration
Partner closely with other leaders across Product, Implementation, Support, and Contract Management; Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management; Partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience; Listen deeply and see your role as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders; Engage actively in resourcing and headcount planning conversations
Communication Scope
Clear communication; Ask clarifying questions with precision; Distill complex concepts into simple, actionable themes; Thoughtful communication
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