Startup Customer Success Manager - Americas

Ashby Inc.

Job Overview

Location

Remote - US

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for a pooled book of early-stage startup customers across the US and Canada, responding to inquiries via shared inbox and scheduled customer calls in alignment with SLAs.
• Design, build, and maintain high-quality onboarding materials, documentation, and e-webinar content to enable customers to independently adopt and effectively use Ashby’s platform.
• Lead medium- and large-scale internal projects that enhance customer success operations, such as developing in-app onboarding experiences using Amplitude or creating foundational webinar series with recorded content.
• Partner with customers at varying stages of maturity—from early-stage founders to experienced TA leaders—to diagnose complex challenges and recommend tailored solutions within Ashby’s evolving product suite.
• Drive long-term customer retention by embedding best practices into ongoing engagement strategies that extend beyond initial onboarding and focus on sustainable hiring excellence.
• Act as a product and process expert, deeply understanding Ashby’s features and workflows to guide customers through nuanced use cases and troubleshoot multi-path problems with principled thinking.
• Maintain meticulous attention to detail in all written and verbal communications, ensuring responses are empathetic, clear, thorough, and stripped of unnecessary complexity to maximize customer understanding.
• Proactively identify outdated or inefficient internal processes and propose data-informed improvements to enhance team scalability, customer outcomes, and operational efficiency.
• Collaborate cross-functionally with Product, Engineering, and Design teams to relay customer feedback and contribute to product evolution based on real-world usage patterns.
• Shadow experienced team members during the first 60 days, then begin conducting live customer calls while continuing to deepen product knowledge and domain expertise.
• Within 90 days, own a defined book of customers and take ownership of key operational initiatives that align with team goals and customer success metrics.
• Balance reactive customer support with proactive project work, ensuring both immediate needs and long-term system improvements are addressed consistently.
• Engage with diverse user groups, including those new to recruiting SaaS tools and seasoned HR professionals, adapting communication style to match technical familiarity and organizational context.
• Demonstrate curiosity by digging beneath surface-level customer requests to uncover underlying process gaps and recommend holistic solutions that improve both customer outcomes and internal workflows.
• Operate within a 1:many customer success model, prioritizing scalable, programmatic support over one-on-one account management to maximize team agility and customer access.

🎯 Requirements

• 2+ years of full-time experience as a Startup Customer Success Manager, Account Manager, or Program Manager
• Experience supporting complex, rapidly evolving SaaS products (e.g., Zapier, HubSpot, Acuity Scheduling)
• Strong written and verbal communication skills with ability to tailor messaging to diverse technical audiences
• Proven ability to independently define problem scope, map multiple solutions, and execute on principled decision-making
• Comfort with project ownership and internal process improvement in fast-paced, evolving environments
• Preference for programmatic, pooled customer support models over one-on-one account management

🏖️ Benefits

• 10-year exercise window for stock options with no pressure to purchase upon leaving
• Unlimited PTO with a recommended minimum of four weeks per year
• Twelve weeks of fully paid family leave in the US (expanding to other countries as feasible)
• Generous equipment, software, and office furniture budget
• $100/month education budget with manager-approved coverage for larger expenses like conferences
• Top-tier health insurance for employees and dependents in the US, with 100% premium coverage

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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