Strategic Customer Success Manager - EMEA

About Ashby

We're building the next generation of recruiting software, starting with a suite of products that helps talent leaders, recruiters, and hiring managers run an efficient and data-driven hiring process. We are well-funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier.

Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, very low churn, and many years of runway. It's the perfect time to join!

About This Role

Our team is passionate about shaping and scaling an exceptional strategic customer experience across our Enterprise Segment. We're thrilled to be hiring our next Strategic CSM in EMEA.

In this role, you'll guide Ashby's biggest customers - focusing on improved product adoption and increased customer health. You will shape how we serve customers ranging from high-growth organizations to public companies.

Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert to enable our customers to make the best use of Ashby as they aim to drive hiring excellence.

Role Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies.
• You have managed varying sizes of customers and books of business in the enterprise segment.
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create 'Ah ha!' moments by tailoring training and product walkthroughs to address a customer's specific challenges.

You Should Apply If

• You're a clear communicator. You ask questions with precision and can explain complex concepts in simple terms. You thrive presenting to executive stakeholders and early-career individual contributors alike.
• You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value.
• You love to teach and consult. You see every teaching moment as an opportunity and love exploring business outcomes with stakeholders to help consult on process change.
• Your peers describe you as detail-oriented. You obsess over sending crisp follow-up emails, on time, and take pride in internal operations like real-time CRM updates.
• You move fast, leveraging tools and technology to maximize your time. You are at home operating as the CEO of your book of business.
• You are always looking for ways to improve your work through data.

Why you shouldn't apply

• You prefer managing a broad book of business (this role is the epitome of 1:few).
• You're interested in managing customer accounts with infrequent and well-defined touchpoints.
• You shine as an exclusively commercial CSM motivated by variable compensation. This role does not currently include variable pay.
• You're afraid of rolling up your sleeves and getting into the details with customers.

Interview Process

• Intro Call with Ashby Recruiting - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Mock Customer Call - 45 Minutes
• Virtual Onsite - 2 hours

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.