High Touch Customer Success Manager - PST

ABOUT THIS ROLE

Hi, I’m Beth, and I’m the Manager of High Touch Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. I'm thrilled to be hiring our next CSM, specifically in the PST or MST timezone, as we continue expanding globally.

As a member of our Customer Success team, you will help us continue to grow our High Touch Customer Success function. In this role, you'll onboard, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of seven CSMs on the Americas High Touch team to shape how we serve companies ranging from high-growth startups to public enterprises.

Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence.

Role Requirements:

- You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies. In this role, you will manage a four to eight week implementation, while continuing to deliver value through the customer journey.

- You’re comfortable managing a book of ~60 mid-market customers, exceeding $1.5MM in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention

- You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.

- You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges.

- You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work.

You Should Apply If:

- 📣 You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You eschew business jargon.

- 🎧 You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value.

- 📊You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact.

- 🧩 You’re energized by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers make sense of them.

- 🧑‍🏫 You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity.

- ⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future.

- 🔍 Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates.

- ⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively.

- 🗺️ You're energized by an ever-improving work environment. Our team is growing, and continually iterating on processes - we live by our Operating Principle of "Implement Continuous Improvement"

- 📊 You are always looking for ways to improve your work through data.

- 👨‍👨‍👧‍👧 You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!

Why you shouldn’t apply:

- If you tend to thrive with a smaller, more focused book of customers, this role likely isn’t the right fit. Our High Touch CSMs typically manage a book of 60+ customers, balancing personalized relationships with efficient, scalable support.

- You're interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work)

- You shine as an exclusively commercial CSM, motivated by variable compensation. While our team's north star metric is revenue retention, we focus on adoption and engagement as our leading indicators. For renewal negotiation and upsell, we have a lovely team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model.

- You’re afraid of rolling up your sleeves. If the idea of getting in the weeds w