Strategic Customer Success Manager - EMEA

Responsibilities

• 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.
• In this role, you’ll partner with Ashby’s largest and most complex customers, focusing on driving product adoption, customer health, and long-term value. You’ll help shape how we support a diverse set of enterprise customers, from high-growth teams to public companies.
• Ashby is powerful and highly configurable, requiring depth of understanding. You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.
• You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting enterprise customers on complex, configurable products, and driving enablement that improves product adoption and long-term customer outcomes.
• You're excited to own a strategic book of enterprise customers ~20 strategic customers, exceeding $2m in total ARR. You consistently improve the quality of strategic partnerships through multi-threaded relationships and proactive ownership of customer health.
• You have experience working closely with cross-functional partners across Sales, Product, Support, and Operations, aligning communication across stakeholder groups to deliver cohesive customer outcomes.
• You love becoming a product and industry expert. You create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges so they achieve their intended business outcomes.
• You’ve worked with technically complex products and show strong curiosity to explore details and understand how things work, enabling you to anticipate risk patterns and proactively support customers through evolving workflows and requirements.
• 👥You may have been a recruiter, hiring manager, or interviewer before. That experience helps you quickly connect Ashby’s workflows to real-world hiring problems (though it’s not required).
• You're interested in managing customer accounts with infrequent and well-defined touchpoints, instead of adaptive, ongoing partnerships required for strategic partnerships.

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