Manager of Strategic Customer Success

Hi, I’m Loren , the Head of Strategic Customer Success here at Ashby . My team is dedicated to building deep, consultative partnerships within the Enterprise space. One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale. In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers. A key part of this role is helping your team navigate the nuances of enterprise partnerships — building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business. You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management. About the Role As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product. As our Manager of Strategic Customer Success, you’ll: • Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership • Uplevel team performance through 1:1 coaching, skill development, and operational rigor • Drive process optimization across the customer journey — with a particular focus on adoption and optimization • Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management • Balance building scalable process with delivering the bespoke experiences our most complex customers expect • Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers Role requirements : • Team Leadership & Coaching : You have experience leading and developing Customer Success Managers in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth. • Technical Acumen : You're able to get into the technical details of the product alongside your direct reports to help drive customer solutions, and you have experience coaching teams that support a technically complex product. • Customer Journey Expertise : You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches. • Up Market Motion : You have worked with enterprise customers and scaled their use case as they grow in complexity. • Operational Mindset : You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable. • Cross-functional Collaboration : You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience. • Problem-Solving Orientation : You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers. • Data-Driven : You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience. • Customer-First Thinking : You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences. • Lifecycle Awareness : You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success. You’ll Be a Great Fit If You: • You demonstrate