Mid-Market Customer Success Manager (Americas)

Join Ashby, a fast-growing B2B SaaS company, as a Mid-Market Customer Success Manager. In this role, you will onboard, train, and support the adoption of Ashby with customers across the Americas. You will become a product and domain expert, enabling customers to make the best use of Ashby to drive hiring excellence. Enjoy benefits such as unlimited PTO, fully paid family leave, and a generous education budget.

• Onboard, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of CSMs.
• Become a product and domain expert to enable customers to make the best use of Ashby to drive hiring excellence.
• Manage a book of ~60 mid-market customers, exceeding $1.5MM in total ARR, and develop relationships across a broad set of stakeholders.

• 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 walk throughs to address a customer’s specific challenges
• You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work
• 📊 You are always looking for ways to improve your work through data
• You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies. In this role, you will manage a four to eight week implementation, while continuing to deliver value through the customer journey
• 📣 You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon
• ⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively
• You’re comfortable managing a book of ~60 mid-market customers, exceeding $1.5MM in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• 🧩 You’re energized by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers make sense of them
• ⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future
• 🎧 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 have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!
• You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• 📊You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact
• 🗺️ You're energized by an ever-improving work environment. Our team is growing, and continually iterating on processes - we live by our Operating Principle of "Implement Continuous Improvement"
• 🔍 Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates
• 🧑‍🏫 You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity