Manager of High Touch Customer Success

📋 Description

• • Lead and coach a team of Customer Success Managers (CSMs) who manage large customer portfolios (~60 customers each) to drive adoption, optimization, and long-term value realization in a SaaS environment.
• • Uplevel team performance through structured 1:1 coaching, skill development, and operational rigor to ensure consistent delivery of high-quality customer experiences at scale.
• • Identify successful practices within the team and transform them into repeatable best practices, playbooks, and scalable systems that enable consistent outcomes across a growing customer base.
• • Partner closely with Implementation, Support, Contract Management, Sales, and Product teams to ensure seamless handoffs and a unified customer experience across the entire lifecycle.
• • Use data and metrics to inform decisions, identify trends in customer behavior and team performance, and continuously improve both customer outcomes and operational efficiency.
• • Act as a key voice in evolving how Ashby delivers high-touch customer success, ensuring processes scale effectively without compromising quality or personalization.
• • Advocate for the customer by translating feedback into actionable insights that shape internal processes, product direction, and cross-functional priorities.
• • Foster a culture of empathy, accountability, and continuous growth within the CSM team, encouraging ownership and principled thinking over rote execution.
• • Maintain rigorous attention to detail in internal operations, ensuring processes are well-documented, consistently followed, and optimized for efficiency and scalability.
• • Conduct call shadowing and hands-on review of customer interactions to provide targeted coaching and maintain a deep understanding of customer challenges and team dynamics.
• • Balance strategic thinking with hands-on execution, actively participating in both high-level process design and day-to-day team support.
• • Operate in a dynamic, complex, and evolving product environment where iterative optimization and adaptability are critical to success.
• • Drive retention and long-term partnership by helping customers translate product usage into meaningful business outcomes aligned with their goals.
• • Ensure strong alignment across cross-functional teams to eliminate friction points in the customer journey, particularly post-onboarding and during renewal cycles.
• • Champion a customer-first mindset across the organization, influencing product and operational decisions based on direct customer feedback and data-driven insights.
• • Maintain awareness of the full customer lifecycle and proactively address gaps in handoffs between Implementation, Support, and Customer Success teams.
• • Embrace structured problem-solving by designing scalable, sustainable solutions rather than relying on one-off fixes or past practices that may no longer fit evolving needs.
• • Communicate with clarity and precision, distilling complex concepts into simple, actionable insights for both team members and cross-functional stakeholders.
• • Deeply listen to both customers and team members to ensure feedback is meaningfully integrated into decision-making processes across departments.