Mid-Market Customer Success Manager - America

📋 Description

• • Manage a portfolio of approximately 60 mid-market B2B SaaS customers with over $1.5M in total ARR, ensuring adoption, retention, and growth through strategic, high-touch engagement.
• • Partner with customers to drive product adoption by delivering customized trainings, workflow guidance, and strategic recommendations tailored to their unique hiring processes and organizational goals.
• • Conduct regular partnership reviews to identify expanded use cases, uncover opportunities for long-term value realization, and strengthen customer relationships across diverse stakeholder groups.
• • Become a product and domain expert by deeply understanding Ashby’s platform, including its configurations, data workflows, and integrations, to enable customers to optimize their hiring operations.
• • Collaborate cross-functionally with Sales, Product, Marketing, Support, and Operations teams to advocate for customer needs and ensure a seamless, cohesive customer experience.
• • Serve as the voice of the customer by translating feedback into actionable insights that inform product roadmap decisions and internal process improvements.
• • Maintain meticulous CRM hygiene through real-time updates, crisp follow-up emails, and accurate documentation to ensure operational excellence and accountability.
• • Prioritize time effectively across a large, varied customer base, balancing proactive outreach with reactive support while maximizing impact through data-driven decision-making.
• • Educate customers at all levels—from new recruiters unfamiliar with SaaS tools to experienced data analysts—by simplifying complex concepts and creating "aha" moments in every interaction.
• • Dive into granular technical details such as time-in-process reports versus time-to-hire metrics, and project-manage workflow changes like offer approval processes with precision and care.
• • Embrace continuous improvement by actively participating in team iterations, refining processes, and contributing to the evolution of the High-Touch Customer Success function.
• • Leverage tools and technology to increase efficiency without sacrificing personalization, ensuring scalable support for a rapidly growing customer base.
• • Monitor customer health through quantitative and qualitative metrics, using data to identify at-risk accounts, predict churn, and guide retention strategies.
• • Operate with a hands-on mindset, treating every customer interaction as an opportunity to add value, regardless of task size or complexity.
• • Maintain a customer-centric approach focused on adoption and engagement as leading indicators of success, rather than direct revenue negotiation or upsell responsibilities.
• • Thrive in a fast-paced, evolving environment where processes are regularly refined, and where curiosity, ownership, and attention to detail are essential for success.