The opportunity
Hello! I’m Jared 👋 I joined Ashby four years ago as the first member of the Startup Customer Success team.
What you'll do
Building an in-app onboarding experience using Amplitude
Creation of a live, foundational webinar series + recorded content
Building retention best practices into our engagement with customers that extend well beyond just onboarding
You have 2+ years of customer-facing experience supporting a complex and: rapidly evolving product (for complexity, think tools like Zapier, HubSpot, and Acuity Scheduling).
You enjoy becoming a subject matter and product expert to help deliver: excellent experiences when assisting our customers in solving complex challenges. Oftentimes, there will be multiple solutions to any given challenge and you enjoy getting in the weeds with customers to figure out what exactly they need to suggest the best path forward.
You’re skilled at defining the scope of problems and creating comprehensive: solutions independently and collaboratively. With a complex product comes complex problems - you are excellent at identifying an issue, mapping multiple paths forward, and taking action based on principled thinking.
What they're looking for
- You possess keen attention to detail, ensuring your email and live responses: are thorough, clear, and empathetic along the way. Solving the problem is sometimes only half the battle - you are gifted in extracting only the necessary details that our customers or our team members need to solve a problem.
- You have strong written and verbal communication skills. You effectively: communicate with diverse user groups, whether partnering with an experienced TA leader developing the recruiting function at a Series A startup or instructing individuals who are new to recruiting SaaS tools.
- You are curious—both in addressing customers and creating solutions that: improve our workflows. You seek the answers beyond what’s on the surface. Sometimes an answer to a problem may not be obvious at surface level, but you enjoy digging into customer use cases to learn more about their process so you can suggest the best path(s) forward.
- You’d prefer to work one-on-one with a small book of customers. The SMB CS: Team at Ashby uses a pooled approach (1:many) to allow us to be agile in customer interactions and ensure they have access to the resources they need when they need them.
