Drive Customer Success strategy at Ashby through process design and data-driven insights that improve customer health, retention, and revenue growth. Partner closely with leadership. In this Strategy and Operations role, you will shape scalable Customer Success operations at Ashby. You will develop workflows, analyze SaaS metrics, and create recommendations. The work combines strategic planning with hands-on execution across customer-facing functions. Key Responsibilities:
Develop customer segmentation, onboarding workflows, lifecycle maps, and playbooks Analyze NRR, GRR, churn, adoption, health scores, and sentiment Improve customer journeys from onboarding through support and renewal Support headcount planning, capacity modeling,
and quota setting Implement KPIs and improve workflows, systems, and processes Requirements:
Strategic mindset translating data into actionable recommendations SaaS and financial literacy, including Customer Success benchmarks Quick-growth SaaS experience in Customer Success or Revenue Operations CRM reporting skills, preferably with HubSpot experience Strong communication, autonomy, curiosity, and attention to detail Bring Customer Success operations, CRM reporting, and strategic analysis skills to help Ashby scale customer outcomes sustainably.