Mid-Market Customer Success Manager - America

ABOUT THIS ROLE

Hi, I’m Denise https://www.linkedin.com/in/deniseeures/, and I’m the Head of Mid-Market Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional mid-market customer experience across the mid-market segment. I'm thrilled 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 Mid-Market 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 Mid-Market 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 experienced 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 no