Manager, Startup Customer Success

Ashby Inc.

Job Overview

Location

Remote - US

Job Type

Full-time

Full Job Description

📋 Description

• As Manager of Startup Customer Success at Ashby, you will lead and coach a team of about 7 Customer Success Managers (CSMs) who support early-stage customers, helping founders and hiring teams learn to use Ashby and build effective recruiting habits through scalable onboarding, proactive enablement, and thoughtful human touch.
• You will be responsible for coaching and developing CSMs, scaling effective practices, ensuring customers receive the right help at the right time, and partnering closely with Support, Contract Management, and High Touch Customer Success teams to deliver a consistent and excellent customer experience.
• You’ll operate within a team of fourteen CSMs spanning the US and EMEA, reporting to the Head of Startup Customer Success, and contributing to strategic initiatives while managing day-to-day leadership in a remote-first, high-growth SaaS environment.
• In this role, you will develop leadership and operational expertise in scaling customer success programs, refine your ability to balance programmatic efficiency with personalized support, and gain experience influencing product roadmap, tooling, and resourcing decisions through cross-functional collaboration.

🎯 Requirements

• Experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment
• Understanding of the customer lifecycle and ability to improve onboarding, adoption, and retention through repeatable approaches
• Comfort using data and metrics to inform decision-making and improve team and customer experience
• Strong communication skills, especially in fast-moving or ambiguous situations
• Operational excellence mindset with focus on process quality, internal tools, and smooth execution

🏖️ Benefits

• Competitive compensation
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with manager approval for conferences
• Generous equipment, software, and office furniture budget

Skills & Technologies

Remote

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Ashby Inc.

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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.

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