Startup Customer Success Manager

Company: Ashby
Location: US or Canada

About the Role

Ashby is seeking a motivated Startup Customer Success Manager to join our growing team. In this mid-level role, you will be instrumental in serving our early-stage customers, helping them build hiring excellence into their organizations. You will create onboarding materials, documentation, and webinars, while also providing direct support via email and calls. This is an opportunity to take ownership of a customer base and drive impactful projects that enhance our team's operations.

Responsibilities

• Serve as the main point of contact for a book of startup customers, managing inquiries through a shared inbox and responding to customer calls per SLAs.
• Develop high-quality onboarding materials, documentation, and e-webinars to enable customer self-sufficiency.
• Assist customers via email and phone calls when needed.
• Take ownership of medium and large projects core to the team's operations, such as building in-app onboarding experiences, creating foundational webinar series, and developing retention best practices.
• Become a subject matter and product expert to help customers solve complex challenges.
• Define the scope of problems and create comprehensive solutions independently and collaboratively.
• Ensure email and live responses are thorough, clear, and empathetic.
• Communicate effectively with diverse user groups.
• Proactively identify areas for improvement in product and internal processes, offering alternative solutions.

You Should Apply If You:

• Have 2+ years of customer-facing experience supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling).
• Enjoy becoming a subject matter and product expert to deliver excellent customer experiences.
• Are skilled at defining problems, mapping solutions, and taking action based on principled thinking.
• Possess keen attention to detail and can provide thorough, clear, and empathetic responses.
• Have strong written and verbal communication skills.
• Are curious and enjoy digging into customer use cases to understand their processes and suggest the best paths forward.

You Should NOT Apply If You:

• Prefer to work one-on-one with a small book of customers (this role uses a pooled approach).
• Feel the customer journey ends after onboarding.
• Do not enjoy problem-solving and troubleshooting complex challenges.
• Dislike project work.
• Are not keen on speaking up or acting when you see something that could be improved.

About Ashby Customer Success

Ashby Customer Success comprises five teams: Product Support, Startup Customer Success, High Touch Customer Success, Recruiting Operations & Professional Services, and Contracts Management. We believe in building best-in-class products and customer experiences, driven by talented people in the right work environment.

Interview Process

• Initial Screen Interview (20-30 minutes)
• Hiring Manager Interview (45 minutes)
• Take Home Assessment (1 week to complete)
• Panel Interview (2 hours)

Onboarding Process

• First 30 days: Strong foundation on the Ashby product; first accounts assigned.
• First 60 days: Shadow peers and take first customer calls.
• First 90 days: Manage a book of customers and explore key areas of ownership.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended annually.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and office furniture budget.
• $100/month education budget (conferences covered with manager approval).
• Top-notch health insurance for you and your dependents (premiums covered by Ashby in the US).