Strategic Customer Success Manager - Americas

About This Role

Join Ashby's Strategic Customer Success team as we scale our Enterprise segment. Reporting to the Head of Strategic Customer Success, you'll build deep, consultative partnerships with our largest customers—ranging from high-growth organizations to public companies. Your focus: driving product adoption, improving customer health, and shaping how Ashby serves the Enterprise space.

Ashby is a powerful, highly configurable hiring platform. In this role, you'll become a product and domain expert, enabling customers to maximize hiring excellence through tailored implementation and strategic guidance.

Key Responsibilities

• Manage a portfolio of ~20 strategic customers with combined ARR exceeding $2M
• Guide customers through implementation and adoption of complex hiring technology
• Develop multi-threaded relationships across customer stakeholders (C-suite to operations teams)
• Create tailored training and configuration solutions addressing specific customer challenges
• Collaborate cross-functionally with Sales, Marketing, Product, and Operations to drive retention and expansion
• Iterate on customer success playbooks and contribute to process improvement

Required Experience

• Minimum 5 years of B2B SaaS customer success experience
• Proven track record supporting implementation and adoption of complex, configurable technologies
• Experience managing strategic enterprise customer books and multi-stakeholder relationships
• Demonstrated ability to work with technically complex products and a curiosity for product depth
• Strong cross-functional collaboration experience across Sales, Marketing, Product, and Operations teams

Ideal Candidate Profile

• Communicates with precision and clarity; translates complex concepts into simple, confident explanations
• Listens first; prioritizes understanding customer needs and advocates for them internally
• Thrives in complexity; energized by learning deeply configurable products and creating innovative solutions
• Detail-oriented; sends crisp, thorough communications
• Excited to help shape an evolving segment; comfortable iterating on playbooks and turning learnings into repeatable processes

Compensation & Benefits

Editorial Market Estimate: $70,000–$110,000 USD annually. This is not employer-provided compensation and may vary based on experience, location, and qualifications.