Customer Success Manager

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

📋 Description

• Lead and mentor a team of Customer Success Managers (CSMs) who act as the main contact for clients after onboarding and throughout the partnership.

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

• Optimize processes throughout the customer journey, particularly focusing on adoption and enhancement.

• Represent the CSM team across various functions, including Product, Support, Sales, RevOps, and Contract Management.

• Strike a balance between creating scalable processes and providing tailored experiences that our most intricate customers anticipate.

• Be a pivotal voice in transforming how we consistently deliver top-notch results for our Enterprise clients.

⛳️ Requirements

• Team Leadership & Coaching: You possess experience in leading and nurturing Customer Success Managers within a SaaS setting, fostering a culture of empathy, accountability, and ongoing growth.

• Customer Journey Expertise: You have a solid understanding of the enterprise customer lifecycle and have contributed to enhancing onboarding, adoption, and retention through strategic and repeatable methods.

• Up Market Motion: You have experience working with enterprise clients, scaling their use cases as they evolve in complexity.

• Operational Mindset: You have contributed to the development and enhancement of team processes, applying a structured approach to scale successful practices while remaining adaptable.

• Cross-functional Collaboration: You are comfortable collaborating with teams such as Sales, Product, and Support to align on customer needs and elevate the overall experience.

• Problem-Solving Orientation: You do not depend solely on past solutions; you are thoughtful, pragmatic, and eager to discover solutions tailored to the specific needs of your team and customers.

• Data-Driven: You are adept at utilizing data and metrics to inform decision-making and continuously enhance both the team and customer experience.

• Customer-First Thinking: You have a profound understanding of B2B customer requirements and a track record of ensuring exceptional support experiences.

• Lifecycle Awareness: You comprehend the entire customer lifecycle and know how to effectively collaborate with cross-functional teams to guarantee seamless transitions and sustained success.

🏝️ Benefits

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

• You will be working with a product that genuinely excites our prospects and customers.

• Competitive salary packages are available.

• A 10-year exercise window for stock options is provided. You shouldn't feel pressured to exercise stock options upon leaving Ashby; do so when it aligns with your financial comfort.

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

• In the US, we offer twelve weeks of fully paid family leave.* We plan to extend this benefit to employees in other countries as circumstances allow.

• A monthly education budget of $100 is provided, with larger expenditures (such as conferences) covered with manager approval.

• 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. Acquire what you need to stay happy and productive!