The opportunity
As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating…
What you'll do
Lead and coach a team of CSMs who serve as the primary point of contact for: customers post-onboarding and throughout the partnership
Uplevel team performance through 1:1 coaching, skill development, and operational rigor
Drive process optimization across the customer journey: with a particular focus on adoption and optimization
Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management
Balance building scalable process with delivering the bespoke experiences our most complex customers expect
Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers
What they're looking for
- 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.
- Customer Journey Expertise: You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.
- Up Market Motion: You have worked with enterprise customers and scaled their use case as they grow in complexity.
- Operational Mindset: You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable.
