Founding Customer Success Manager - APAC

About this Role Our Customer Success team is passionate about shaping and scaling an exceptional enterprise customer experience globally. As we continue to grow in APAC, we are excited to hire our first Customer Success Manager in region to support our Strategic and High Touch customers in the region. In this role, you will own a defined book of upmarket APAC customers. You will oversee the customer journey throughout long-term adoption, customer health, and value realization. You will partner with Ashby ’s customers, helping them get up and running quickly while also building deep, ongoing strategic relationships. Ashby is powerful and highly configurable, and this role requires both technical depth and customer leadership. You will develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence. You will come into this role owning the existing book of business and work with existing customers within the market. This role is ideal for someone who thrives in complexity, enjoys hands-on execution, and is excited to help shape how we support customers in a new region. Role Requirements Customer Success & Account Ownership • You have a strong background in Customer Success in B2B SaaS (5+ years preferred), supporting Enterprise or Strategic customers on complex, configurable products and driving adoption, engagement, and long-term outcomes. • You are excited to own a strategic book of customers in APAC and are comfortable managing a book of ~20 strategic customers, exceeding $2m in total ARR. • You build trusted, multi-threaded relationships with senior stakeholders and act as a proactive owner of customer health, risk, and value realization. • You partner closely with Sales, Product, Support, Professional Services, and Operations to deliver cohesive, high-quality customer outcomes across the full lifecycle. • You are comfortable working in a remote-first environment and can travel up to 10 percent as needed for strategic customer engagements in APAC. Product, Technical, and Domain Expertise • You love becoming a product and industry expert. You create “aha” moments by tailoring configuration, workflows, and training to each customer’s specific hiring challenges. • You have worked with technically complex products and are deeply curious about how things work, enabling you to anticipate risks, troubleshoot issues, and support evolving customer requirements. • You take pride in advising customers on best practices to ensure they get maximum value from Ashby. Change Management & Problem Solving • You are experienced in change management and help customers successfully adopt new systems, workflows, and ways of working. • You think critically and proactively identify themes across customers, using those insights to improve internal processes and customer playbooks. • You use data, signals, and metrics to assess adoption, spot risk, and continuously refine your approach. • You are comfortable operating as the first Customer Success hire in APAC, bringing curiosity, ownership, and initiative to develop the region, define best practices, and partnering cross-functionally. You Should Apply If: • You communicate with clarity and precision. You can distill complex workflows, reports, or technical concepts into simple, confident guidance for a range of stakeholders. • You are a listener first. You seek to deeply understand customer needs and advocate for them internally to shape how Ashby evolves for enterprise use cases. • ⚙️ You thrive in complexity. You are energized by learning a powerful, configurable product and translating that knowledge into practical solutions. • ‍ You love teaching and coaching. You see every interaction as an opportunity to