About the Position

Mid-Market Customer Success Manager - Americas

Location

Remote - US

Employment Type

Full time

Compensation

US: $110K – $140K • Offers Equity
SF & NYC: $126.5K – $161K • Offers Equity
CAD: $110K – $140K • Offers Equity

The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. Additional benefits are shared as part of the job posting.

About this Role

Hi, I’m Denise, and I’m the Head of High-Touch (Mid-Market) Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional customer experience for our high-touch customer segment, which primarily supports mid-market and growth-stage organizations. I’m excited to be hiring our next CSM as we continue expanding globally.

As a member of our Customer Success team, you will help us continue to grow our High-Touch Customer Success function. In this role, you’ll partner closely with customers to drive adoption, deliver strategic guidance, conduct product trainings and partnership reviews, and identify opportunities for expanded use cases and long-term value realization. You’ll also collaborate with a talented group of CSMs across the High-Touch team to continuously evolve how we support companies ranging from high-growth startups to public enterprises.

Ashby is designed to be powerful and flexible, allowing customers to tailor the platform to their unique hiring processes and workflows. Because of this, there is a lot to learn. You will become both a product and domain expert, enabling customers to make the most of Ashby and drive hiring excellence across their organizations.

Responsibilities

Partner closely with customers to drive adoption and deliver strategic guidance.
Conduct product trainings and partnership reviews.
Identify opportunities for expanded use cases and long-term value realization.
Collaborate with a talented group of CSMs across the High-Touch team.
Become a product and domain expert to enable customers.

Requirements

Strong track record of Customer Success experience in B2B SaaS (at least two years).
Experience managing a portfolio of approximately 60 mid-market customers with over $1.5M in total ARR.
Experience partnering cross-functionally with teams such as Sales, Marketing, Product, Support, and Operations.
Enjoy becoming a product expert and have demonstrated this in previous Customer Success roles.
Strong curiosity and problem-solving skills to understand technically complex products.

You Should Apply If

You demonstrate mastery of clear communication and can explain complex concepts in simple terms.
You are a great listener and can provide the voice of the customer to internal stakeholders.
You enjoy working with a larger book of varied customers and can effectively prioritize your time.
You’re energized by learning and supporting a complex product.
You love to teach and see every teaching moment as an opportunity.
Your peers describe you as detail-oriented and you take pride in internal operations.
You move fast and leverage tools/technology to maximize your time.
You're energized by an ever-improving work environment and continuous improvement.

Why You Shouldn’t Apply

You thrive with a smaller, more focused book of customers.
You’re interested in managing customer accounts with well-defined touchpoints.
You shine as an exclusively commercial CSM motivated by variable compensation.
You’re afraid of rolling up your sleeves and getting into the technical details of the product.

About Ashby

We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: Ashby

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 (and many others who we cannot name!). 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! 🚀

Interview Process

Our interview process is thorough - we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

Intro Call with Ashby Recruiting - 30 Minutes
Hiring Manager Interview - 45 Minutes
Mock Customer Call - 45 Minutes
Final Round - 1 hour
- Structured into two focused conversations with team members in a conversational setting.

Benefits

Emphasis on high-quality work and avoiding quick hacks.
10-year exercise window for stock options.
Unlimited PTO with four weeks recommended per year.
Twelve weeks of fully paid family leave in the US.
Generous equipment, software, and office furniture budget.
$100/month education budget with more expensive items 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.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. We may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Compensation Range: $110K - $161K

Mid-Market Customer Success Manager - Americas

Job description