The opportunity
As the Manager of High Touch Customer Success, you will play a pivotal role in ensuring our customers have a remarkable experience with Ashby as we continue to scale. You’ll lead — and continue to grow — a team of skilled and tenured CSMs focused on driving adoption, value…
What you'll do
Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success
Uplevel team performance through 1:1 coaching, skill development, and strong operational rigor
Drive scalable approaches to customer success, helping the team translate: what’s working into repeatable best practices across a large portfolio
Partner closely with Implementation, Support, and cross-functional teams to: ensure a seamless customer experience across the lifecycle
Be a key voice in evolving how we deliver consistent, high-quality experiences at scale
Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product. You know how to foster a culture of empathy, accountability, and continuous growth.
What they're looking for
- Customer Journey Expertise: You have deep experience driving adoption, retention, and long-term value realization. You understand how to help customers translate product usage into meaningful business outcomes.
- Operational Mindset: You’ve helped implement and improve team processes, and bring a structured approach to scaling what works. You’re comfortable building systems and playbooks that enable a team to deliver consistently across a large portfolio.
- Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.
- Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers.
