Mid-Market Customer Success Manager - Americas

Responsibilities

• Hi, I’m Denise, and I’m the Head of High-Touch (Mid-Market) Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional customer experience for our high-touch customer segment, which primarily supports mid-market and growth-stage organizations. I’m excited to be hiring our next CSM 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 partner closely with customers to drive adoption, deliver strategic guidance, conduct product trainings and partnership reviews, and identify opportunities for expanded use cases and long-term value realization. You’ll also collaborate with a talented group of CSMs across the High-Touch team to continuously evolve how we support companies ranging from high-growth startups to public enterprises.
• Ashby is designed to be powerful and flexible, allowing customers to tailor the platform to their unique hiring processes and workflows. Because of this, there is a lot to learn. You will become both a product and domain expert, enabling customers to make the most of Ashby and drive hiring excellence across their organizations.
• You have a strong track record of Customer Success experience in B2B SaaS (at least two years), supporting customers through the adoption and long-term optimization of complex technologies. You enjoy building trusted partnerships with customers and helping them realize measurable value throughout the customer lifecycle.
• You have experience managing a portfolio of approximately 60 mid-market customers with over $1.5M in total ARR. You’re comfortable balancing proactive engagement across a broad book of business while building strong relationships with a diverse set of stakeholders to drive adoption, retention, and growth.
• You have experience partnering cross-functionally with teams such as Sales, Marketing, Product, Support, and Operations to advocate for customer needs and deliver a seamless customer experience.
• You enjoy becoming a product expert and have demonstrated this in previous Customer Success roles. You create “aha” moments by tailoring trainings, workflow guidance, and strategic recommendations to each customer’s unique goals and challenges.
• 🧩 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'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 thrive with a smaller, more focused book of customers,. Our Mid-Market CSMs typically manage a book of 60+ customers, balancing personalized relationships with efficient, scalable support.

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