Company Name: Ashby
Location: Remote – North America
Job Type: Full-time
Salary Range: $110K – $140K yearly
Industry: B2B SaaS (Software as a Service) / Recruiting Technology
Job Overview
Ashby is a leading B2B SaaS company that’s revolutionizing Recruiting Technology, empowering businesses to optimize their hiring processes. We’re seeking a highly skilled and passionate High Touch Customer Success Manager – Americas to join our fully remote team. This Full-time role offers a unique opportunity to build deep relationships with our mid-market customers, ensuring their success and maximizing their adoption of our complex recruiting platform.
As a Customer Success Manager, you’ll be instrumental in guiding customers through implementation, tailoring trainings, and continuously identifying ways to create “Ah ha!” moments with our product. You’ll act as a product and industry expert, providing the voice of the customer to internal stakeholders and helping to craft repeatable processes for go-to-market team scaling. If you have a proven track record in B2B SaaS customer success, love to teach, move fast, and are excited about leveraging data to improve workflows, Ashby invites you to join our innovative team.
Duties and Responsibilities
- Maintain a strong track record of customer success experience in B2B SaaS (at least two years).
- Support the implementation and adoption of complex technologies, ensuring customers gain maximum value from our platform.
- Successfully manage varying sizes of customers and books of business within the mid-market segment.
- Work closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations, acting as a vital link between customer needs and internal teams.
- Demonstrate a love for becoming a product and industry expert, leveraging previous customer success experience to achieve this.
- Consistently create ‘Ah ha!’ moments for customers by tailoring trainings and product walkthroughs to their specific needs.
- Master clear communication, asking questions with precision, explaining complex concepts simply, and avoiding jargon in all interactions.
- Be a great listener, effectively providing the voice of the customer to internal stakeholders to drive product and process improvements.
- Demonstrate a love for teaching, seeing every teaching moment as an opportunity to empower customers.
- Be excited about crafting repeatable processes for go-to-market team scaling, contributing to our overall efficiency.
- Be highly detail-oriented, ensuring crisp follow-up emails and real-time CRM updates.
- Move fast, leveraging tools and technology to maximize time and prioritizing effectively in a dynamic environment.
- Always look for ways to improve work through data analysis and insights.
- Potentially leverage experience as a recruiter, hiring manager, or interviewer in a previous role (a plus).
Qualifications
- Experience Level: Mid-Level (at least two years of B2B SaaS customer success experience).
- Education Requirement: Relevant experience or a Bachelor’s degree in a related field is typically required.
- Required Skills:
- Strong track record of customer success experience in B2B SaaS (at least two years).
- Experience supporting the implementation and adoption of complex technologies.
- Managed varying sizes of customers and books of business in the mid-market segment.
- Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
- Love for becoming a product and industry expert; experience doing this in a previous customer success role.
- Ability to create ‘Ah ha!’ moments by tailoring trainings and product walkthroughs.
- Mastery of clear communication (asking questions with precision, explaining complex concepts simply, avoiding jargon).
- Great listener (providing the voice of the customer to internal stakeholders).
- Loves to teach (seeing every teaching moment as an opportunity).
- Excited about crafting repeatable processes for go-to-market team scaling.
- Detail-oriented (crisp follow-up emails, real-time CRM updates).
- Moves fast, leveraging tools/technology to maximize time, prioritizing effectively.
- Always looking for ways to improve work through data.
- Experience as a recruiter, hiring manager, or interviewer in a previous role (not a requirement, but a plus).
Salary and Benefits
Ashby offers a competitive annual salary ranging from $110K – $140K yearly for this Full-time High Touch Customer Success Manager – Americas position. We believe in investing in our employees and offer a comprehensive benefits package designed to support your overall well-being and professional growth. While specific benefits vary, they typically include robust health insurance options, generous paid time off, and opportunities for continuous learning and career development in a high-growth SaaS environment.
Working Conditions
This is a Full-time, Remote position, operating across North America. You will work from your home office, utilizing various communication and collaboration tools to interact with customers and internal teams. The role demands strong organizational skills, self-motivation, and the ability to manage a diverse book of business independently. You will be expected to move fast, prioritize effectively, and continuously seek ways to improve your work through data. While remote, consistent communication and collaboration with cross-functional stakeholders are essential. Some flexibility in work hours may be required to accommodate customer schedules across different time zones.
Why Work with Us
At Ashby, we’re building the future of Recruiting Technology, and we’re looking for passionate individuals to join us on this exciting journey. We’re a rapidly growing B2B SaaS company with a culture that values expertise, speed, data-driven decisions, and a genuine love for helping our customers succeed.
As a High Touch Customer Success Manager, you’ll have the opportunity to become a true product and industry expert, directly influencing the success of our customers and shaping our go-to-market strategies. You’ll work in a highly collaborative yet autonomous remote environment, where your ability to teach, listen, and solve problems will be celebrated. If you’re ready to make a significant impact in the recruiting tech space and thrive in a fast-paced, data-oriented culture, Ashby offers an unparalleled opportunity for your career.
