Customer Success Manager

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

📋 Description

• Lead and mentor a team of Customer Success Managers (CSMs) who collaborate with clients to enhance adoption, optimize usage, and ensure ongoing success.

• Enhance team performance through personalized coaching, skill enhancement, and strong operational practices.

• Develop scalable strategies for customer success, assisting the team in converting successful practices into repeatable methodologies across a broad portfolio.

• Collaborate closely with Implementation, Support, and other cross-functional teams to guarantee a seamless customer experience throughout their lifecycle.

• Serve as an influential voice in refining how we provide consistent, high-quality experiences at scale.

⛳️ Requirements

• Team Leadership & Coaching: You possess experience in leading and nurturing Customer Success Managers within a SaaS environment that supports a complex product. You know how to cultivate a culture of empathy, accountability, and ongoing development.

• Customer Journey Expertise: You have extensive experience in driving adoption, retention, and long-term value realization. You understand how to assist customers in translating product utilization into significant business results.

• Operational Mindset: You have contributed to the implementation and enhancement of team processes, adopting a structured approach to scale effective practices. You are adept at creating systems and playbooks that empower a team to consistently deliver across a large portfolio.

• Cross-functional Collaboration: You are comfortable working alongside teams like Implementation, Sales, Product, and Support to ensure a smooth customer experience throughout their lifecycle.

• Problem-Solving Orientation: You do not rely on past solutions; instead, you are thoughtful, pragmatic, and eager to find solutions that cater to the evolving needs of your team and customers.

• Data-Driven: You are proficient in utilizing data and metrics to guide decisions, identify trends, and continuously enhance both team performance and customer outcomes.

• Customer-First Thinking: You have a profound understanding of B2B customer requirements and a proven record of delivering high-quality, considerate customer experiences.

• Lifecycle Awareness: You are knowledgeable about the complete customer lifecycle and know how to effectively collaborate with cross-functional teams to ensure robust transitions and sustained success.

🏝️ Benefits

• You will have the time to execute tasks correctly; we prioritize high-quality work and strive to avoid quick fixes whenever possible.

• You will work with a product that excites our prospects and customers alike.

• Competitive compensation is provided.

• A 10-year exercise window for stock options, ensuring you don’t feel pressured to buy them if you leave Ashby — acquire them when you feel financially secure.

• Unlimited Paid Time Off (PTO) with a recommendation of four weeks per year. Expect reminders about "Vacation?" in our one-on-one meetings until you start to take it 😅

• Twelve weeks of fully paid family leave in the US. We aim to extend this benefit to employees in other countries as circumstances allow.

• A monthly education budget of $100, with approval for more expensive items like conferences.

• Comprehensive health benefits for you and your dependents (subject to availability with our Employer of Record).

• A generous budget for equipment, software, and office furniture. Get what you need to be satisfied and productive!