Manager of Strategic Customer Success

Join Ashby as the Manager of Strategic Customer Success, where you'll lead a team of skilled Customer Success Managers, drive process optimization, and advocate for the CSM team across various functions. You'll play a key role in delivering consistent, high-quality outcomes for our enterprise customers while fostering a culture of empathy, accountability, and continuous growth within your team.

• Lead and coach a team of Customer Success Managers, focusing on their professional development and performance improvement.
• Drive process optimization across the customer journey, with a particular focus on adoption and optimization.
• Advocate for the Customer Success Management team cross-functionally, collaborating with Product, Support, Sales, RevOps, and Contract Management.

• Customer Journey Expertise: You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches
• Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth
• Operational Mindset: You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable
• Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers
• Cross-functional Collaboration: You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience
• Customer-First Thinking: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences
• Data-Driven: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• Up Market Motion: You have worked with enterprise customers and scaled their use case as they grow in complexity
• Lifecycle Awareness: You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success
• You love to coach. You see every teaching moment as an opportunity and are excited to help your team grow and develop
• You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy
• Your peers describe you as detail oriented. You take pride in strong internal operations
• You are a structured problem solver. You thrive at solving complex challenges with innovative, scalable solutions
• You advocate for your team. You engage actively in resourcing and headcount planning conversations and bring a clear point of view
• You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple, actionable themes
• You listen deeply. You see your role as both an advocate for the Customer Success team and a voice of the customer to internal stakeholders — ensuring our product roadmap continues to evolve in the right direction