Manager of Strategic Customer Success

📋 Description

• • Lead and coach a team of Customer Success Managers (CSMs) serving Ashby’s largest and most complex enterprise customers, ensuring deep, consultative partnerships and exceptional outcomes.
• • Drive team performance through structured 1:1 coaching, skill development, and operational rigor, fostering a culture of empathy, accountability, and continuous growth.
• • Optimize the enterprise customer journey by improving onboarding, adoption, and retention through repeatable, scalable processes while maintaining bespoke experiences for high-touch clients.
• • Advocate cross-functionally for the CSM team with Product, Implementation, Support, Sales, RevOps, and Contract Management to align on customer needs and elevate the overall experience.
• • Balance the need for scalable systems with the demands of enterprise customers who require customized, high-touch engagement as their use cases grow in complexity.
• • Serve as a key voice in evolving how Ashby delivers consistent, high-quality outcomes for Enterprise customers, contributing to product roadmap feedback based on direct customer insights.
• • Use data and metrics to inform decision-making, continually improving team effectiveness and customer success outcomes across the full customer lifecycle.
• • Act as a sounding board and champion for your team, providing guidance on complex customer issues, call shadowing, and hands-on troubleshooting alongside direct reports.
• • Engage actively in resourcing and headcount planning conversations, bringing a clear, data-informed point of view on team needs and growth.
• • Deeply understand the B2B SaaS customer lifecycle and ensure smooth handoffs between Sales, Implementation, Support, and Customer Success teams to sustain long-term customer success.
• • Listen deeply to both customers and internal stakeholders, translating customer feedback into actionable insights that inform product evolution and operational improvements.
• • Maintain a structured, detail-oriented approach to internal operations, continuously refining workflows to enhance efficiency and efficacy without sacrificing quality.
• • Avoid quick hacks and prioritize high-quality, thoughtful execution over speed, aligning with Ashby’s philosophy of building best-in-class products and experiences.
• • Promote a growth mindset across the team, viewing every interaction as a coaching opportunity and encouraging innovation in problem-solving.
• • Stay closely engaged with Ashby’s product, developing deep expertise to advise customers and internal teams on advanced use cases and configuration.
• • Contribute to shaping Ashby’s upmarket motion by identifying gaps in enterprise delivery and building scalable solutions that can be replicated across a growing book of business.