Manager of Strategic Customer Success

Job Summary

Leading a tenured team of Customer Success Managers, the full-time Manager of Strategic Customer Success will drive process optimization and enhance customer engagement for Ashby's largest enterprise clients in a remote setting.

Key responsibilities

• Lead and coach a team of CSMs to improve customer relationships post-onboarding
• Uplevel team performance through coaching and operational improvements
• Advocate for customer needs across cross-functional teams to ensure exceptional outcomes

Required qualifications

• Proven experience leading Customer Success teams in a SaaS environment
• Expertise in the enterprise customer lifecycle, focusing on onboarding and retention
• Experience working with complex enterprise customers and scaling their use cases
• Strong operational mindset with a history of improving team processes
• Ability to collaborate effectively with cross-functional teams such as Sales and Product