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.

Our Customer Success

Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment. We’re thrilled to be hiring our next Strategic CSM as we continue to grow the team. In this role, you'll guide Ashby's biggest customers - focusing on improved product adoption and increased customer health.

You will shape how we serve customers ranging from high growth organizations to public companies. Ashby is designed to be powerful and versatile, allowing users to adjust it to their needs. 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.

You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies through the customer journey. You’re comfortable managing a book of ~20 strategic customers, exceeding $2m in total ARR. You enjoy multi-threading, 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. 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 seek to understand what customers actually need and then advocate for them internally to shape how Ashby evolves for enterprise use cases.



you’re energized by learning a product with depth, and you can translate that knowledge into creative solutions for your customers. You’re excited to help shape a new segment.

Our Strategic customer motion is still evolving; you’ll be iterating on playbooks, helping us learn what works, and turning those learnings into repeatable processes for the team. You take pride in internal operations, like real-time CRM updates. You are always looking for ways to improve your work through data.

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 prefer managing a broad book of business (if so, see our High Touch or Startup roles).

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. For renewal negotiation and upsell, we have a remarkable 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.



If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular, or project managing a workflow change for offer approvals isn’t interesting, this job isn’t going to be for you. We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better.

We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier (and many others who we cannot name!).

Intro

Call with Ashby Recruiting - Hiring Manager Interview - Mock Customer Call - You'll discuss how you approach problem solving, how you work with sales, and dive into a product complexity exercise. we put a lot of emphasis on high quality work and avoid quick hacks as much as possible. Expect “Vacation?” Twelve weeks of fully paid family leave in the US. Generous equipment, software, and office furniture budget.

If you’re in the US, we offer top-tier health insurance for you and your dependents, with 100% of premiums covered by Ashby. Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We confirm that this advertisement is for an active, existing vacancy within our organization.

Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position. #

📌 Strategic Customer Success Manager - Americas (Winnipeg)
🏢 Ashby
📍 Winnipeg