Job Overview
Location
Remote - Europe
Job Type
Full-time
Category
Customer Success
Date Posted
April 1, 2026
Full Job Description
📋 Description
- • As a Customer Success Manager for the Mid-Market segment in EMEA, you will play a pivotal role in scaling Ashby’s high-touch customer experience across a diverse portfolio of high-growth startups and public companies, directly contributing to customer retention, product adoption, and long-term value realization in a rapidly expanding market.
- • You will own the end-to-end customer journey for a book of approximately 60 mid-market customers, managing 4–8 week implementations, driving product adoption, identifying expansion opportunities, and serving as the trusted advisor who translates customer needs into actionable insights for internal teams.
- • Day to day, you will conduct strategic business reviews, deliver tailored product training and walkthroughs, troubleshoot complex configurations (including time-to-hire and process reporting workflows), maintain real-time CRM updates, and collaborate with Sales, Product, Marketing, and Operations to ensure seamless handoffs and feedback loops.
- • You will become a deep product and domain expert in Ashby’s talent acquisition suite, enabling customers to optimize hiring processes through customized solutions, while continuously refining your approach through data-driven prioritization and iterative process improvement.
- • You will partner closely with a collaborative team of four EMEA Mid-Market CSMs, sharing best practices, contributing to playbook development, and helping shape the future of Ashby’s customer success model in a fast-moving, innovation-driven environment.
- • You will develop mastery in translating technical product capabilities into clear, jargon-free value propositions for diverse stakeholders — from recruiters to hiring managers to data analysts — turning complex features into ‘aha!’ moments that drive adoption and satisfaction.
- • You will gain exposure to cross-functional strategy by feeding customer insights into product roadmap discussions, influencing feature prioritization, and helping Ashby scale its go-to-market motion through repeatable, high-quality processes.
- • You will grow your expertise in enterprise SaaS customer success, particularly in complex, configurable platforms, while building a reputation as a trusted advisor who balances empathy with operational excellence in a remote-first, high-trust culture.
🎯 Requirements
- • Minimum two years of proven customer success experience in B2B SaaS, with a track record of managing implementations and driving adoption of complex technologies.
- • Experience managing a book of approximately 60 mid-market customers with over $1.5M in total ARR, demonstrating ability to balance personalized engagement with scalable support.
- • Demonstrated ability to work effectively with cross-functional teams including Sales, Marketing, Product, and Operations to align on customer needs and drive internal action.
- • Passion for becoming a product and industry expert, with experience creating tailored training and walkthroughs that address specific customer challenges and drive ‘aha!’ moments.
- • Strong curiosity and comfort working with technically complex products, including navigating advanced configurations, data workflows, and reporting tools like time-in-process and time-to-hire reports.
- • Excellent communication skills: ability to explain complex concepts simply, listen actively to uncover customer needs, and avoid jargon while maintaining precision and clarity.
🏖️ Benefits
- • Unlimited PTO, encouraging employees to take time off when needed without accrual limits or guilt, supported by a culture that normalizes vacation discussions in one-on-ones.
- • Twelve weeks of fully paid family leave, available to all parents regardless of gender, supporting work-life integration during major life events.
- • $100/month education budget for courses, books, or certifications, with manager approval for higher-cost opportunities like conferences or specialized training.
- • Generous equipment, software, and office furniture budget to ensure remote employees have everything needed to be productive and comfortable in their home office.
- • 10-year exercise window for stock options, removing pressure to exercise upon departure and allowing employees to benefit from equity when financially ready.
- • Emphasis on high-quality work over quick hacks, fostering an environment where craftsmanship, thoughtful problem-solving, and continuous improvement are valued and rewarded.
Skills & Technologies
Mid-level
Remote
Degree Required
About Ashby Inc.
Ashby provides recruiting software that combines applicant tracking, candidate relationship management, and analytics in a single platform. It enables recruiting teams to manage pipelines, schedule interviews, communicate with candidates, and generate reports using customizable workflows and automation. The platform integrates with email, calendars, and other recruiting tools to consolidate data and streamline hiring processes. Founded in 2018, Ashby serves high-growth technology companies and enterprises seeking to improve hiring efficiency and make data-driven recruiting decisions.
Get more remote jobs like this
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
