Ashby - Strategic Customer Success Manager (EMEA)

About the Role

Join Ashby, a leader in modern talent acquisition software, as a Strategic Customer Success Manager (CSM) for the EMEA region. Reporting to the Head of Strategic Customer Success, you will be instrumental in scaling an exceptional upmarket customer experience. This role focuses on partnering with Ashby’s largest and most complex enterprise customers to drive product adoption, ensure customer health, and maximize long-term value. You will develop deep product and domain expertise to help diverse enterprise clients, from high-growth startups to public companies, achieve hiring excellence through Ashby's powerful and configurable platform.

Responsibilities

• Partner with approximately 20 strategic enterprise customers, exceeding $2M in total ARR.
• Drive product adoption, customer health, and long-term value for key accounts.
• Develop and nurture multi-threaded relationships across customer organizations.
• Proactively manage customer health and identify risk patterns.
• Act as a trusted advisor, translating customer needs into actionable insights for Ashby's product development.
• Collaborate closely with cross-functional teams including Sales, Product, Support, and Operations to ensure cohesive customer outcomes.
• Become a product and industry expert, tailoring solutions and training to customer-specific challenges.
• Contribute to shaping and evolving Ashby's strategic customer motion, including iterating on playbooks and sharing best practices.
• Maintain detailed and accurate CRM records and follow-up communications.
• Utilize data and insights to continuously improve customer engagement strategies.

Role Requirements

• Minimum of five years of customer success experience in B2B SaaS, specifically supporting enterprise customers with complex, configurable products.
• Demonstrated success in driving enablement and improving product adoption and long-term customer outcomes.
• Proven ability to own and manage a strategic book of enterprise customers.
• Experience working effectively with cross-functional teams.
• A passion for becoming a product and industry expert.
• Experience with technically complex products and a strong curiosity to understand their intricacies.
• Exceptional communication skills with the ability to explain complex topics clearly and concisely.
• A strong listener with a customer-advocacy mindset.
• Comfort and energy in managing complexity and finding creative solutions.
• Detail-oriented with a commitment to high-quality work and accurate record-keeping.
• Data-driven approach to work, using insights to refine strategies.
• Prior experience in recruiting, hiring management, or interviewing is a plus but not required.

You Should Apply If:

• You communicate with precision and clarity, simplifying complex information for diverse stakeholders.
• You prioritize listening to understand customer needs and advocate for them internally.
• You thrive on learning and mastering complex, highly configurable products like Ashby.
• You are excited to help shape and iterate on processes within a growing customer segment.
• You are recognized by peers for your detail-oriented approach and timely follow-through.
• You leverage data to reflect on performance and adjust your approach.
• You have a background that helps connect Ashby's workflows to real-world hiring challenges.

Why You Shouldn’t Apply:

• You prefer managing a broad, high-volume book of business over deep strategic relationships.
• You are interested in managing accounts with infrequent touchpoints rather than adaptive, ongoing partnerships.
• You are exclusively motivated by commercial CSM roles with variable compensation (this role focuses on product adoption and engagement, with contract managers handling renewals/upsells).
• You are not excited about diving into granular details like reporting nuances, workflow configuration, or hands-on change management.

About Ashby

Ashby is building the next generation of enterprise software, starting with a suite of products designed to significantly improve talent acquisition processes. Launched in October 2022 and backed by investors like Y Combinator, Elad Gil, and Lachy Groom, Ashby is already trusted by thousands of companies, including Opendoor, Plaid, Airtable, Snyk, Benchling, and SalesLoft. We are a well-funded, rapidly growing company poised for significant future success.

Interview Process

Our interview process is designed to ensure mutual fit and includes:

• Intro Call with Ashby Recruiting: 30 Minutes
• Hiring Manager Interview: 45 Minutes
• Presentation: 45 Minutes
• Final Panel Interview: 2 hours (structured as a series of smaller, topic-focused conversations)

Benefits

• Emphasis on high-quality work and avoiding quick fixes.
• 10-year exercise window for stock options.
• Unlimited PTO with encouragement to take time off.
• Twelve weeks of fully paid family leave (US).
• Generous budget for equipment, software, and office furniture.
• $100/month education budget, with additional support for conferences/training with manager approval.
• Private medical insurance (region-dependent).

Ashby provides equal employment opportunities (EEO) and is committed to a diverse and inclusive workforce. We may use AI-driven tools in our recruitment process.