Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of the complete customer journey, overseeing everything from implementation and onboarding to long-term adoption, customer health, and value realization.

• Collaborate with Ashby’s clients, facilitating a swift setup while fostering deep, ongoing strategic relationships.

• Cultivate robust product and domain knowledge to assist customers in integrating Ashby into their hiring processes and achieving excellence in recruitment.

• Work closely with internal teams, proactively managing customer health, risk, and value realization.

• Ensure a rapid time to value and a seamless transition to steady-state customer success.

• Guide customers on best practices to guarantee they derive the utmost value from Ashby.

• Identify and enhance internal processes, implementation strategies, and customer playbooks based on data and insights from customers.

⛳️ Requirements

• You possess a solid background in Customer Success within B2B SaaS (5+ years preferred), supporting Enterprise or Strategic customers with complex, configurable products, and driving adoption, engagement, and long-term results.

• You are eager to manage a strategic portfolio of customers in APAC, balancing both implementation efforts and ongoing Customer Success for our high-tier clients.

• You establish trusted, multi-threaded relationships with senior stakeholders and proactively manage customer health, risk, and value realization.

• You work closely with Sales, Product, Support, Professional Services, and Operations to deliver cohesive, high-quality outcomes for customers throughout the entire lifecycle.

• You have experience overseeing end-to-end implementations and onboarding projects, including defining scope, aligning stakeholders, communicating project timelines, and meeting milestones and expectations.

• You guide the customer throughout implementation, ensuring a rapid time to value and a smooth transition into steady-state customer success.

• You are comfortable in a remote-first environment and can travel up to 10 percent as needed for strategic engagements with customers in APAC.

• You are passionate about becoming a product and industry expert, creating “aha” moments by customizing configurations, workflows, and training to address each customer’s unique hiring challenges.

• You have experience with technically complex products and possess a deep curiosity about how they function, allowing you to anticipate risks, troubleshoot issues, and support evolving customer needs.

• You take pride in advising customers on best practices to ensure they maximize their value from Ashby.

• You are skilled in change management and assist customers in successfully adopting new systems, workflows, and methods of operation.

• You think critically and proactively identify patterns among customers, leveraging those insights to enhance internal processes, implementation strategies, and customer playbooks.

• You utilize data, signals, and metrics to evaluate adoption, detect risks, and continuously refine your approach.

• You are comfortable operating as the first Customer Success hire in APAC, bringing curiosity, ownership, and initiative to develop the region, establish best practices, and collaborate across functions.

🏝️ Benefits

• 10-year exercise window for stock options. You should never feel pressured to purchase stock options if you leave Ashby—do it when you feel financially ready.

• Unlimited PTO with a recommendation of four weeks per year*. Expect “Vacation?” to be a recurring topic in our one-on-one agenda until you start taking it 😅

• Generous paid family leave*.

• Ample budget for equipment, software, and office furniture. Get what you need to feel happy and productive!

• $100/month education budget, with more costly items (like conferences) covered with manager approval.