Head of High Touch Customer Success - Remote

Overview

The Head of High Touch Customer Success will lead a team focused on enhancing customer experiences and driving customer success strategies at Ashby.

In Short

• Lead and coach a team of Customer Success Managers.
• Drive process improvements across the customer journey.
• Enhance the delivery of high-quality customer experiences.
• Collaborate with internal teams to advocate for product improvements.
• Utilize data to inform decision-making and drive continuous improvement.
• Ensure exceptional customer support experiences for B2B clients.
• Support onboarding and adoption efforts for customers.
• Foster a culture of empathy and accountability within the team.

Requirements

• Experience in leading Customer Success teams in a B2B SaaS environment.
• Expertise in customer journey management and lifecycle.
• Strong operational mindset with process improvement experience.
• Ability to collaborate effectively with cross-functional teams.
• Problem-solving skills with a customer-first approach.
• Comfort with data analysis to drive team and customer improvements.
• Understanding of key customer engagement stages.

Benefits

• Emphasis on high-quality work and avoidance of quick hacks.
• Represent a well-received product among customers.
• 10-year exercise window for stock options.
• Unlimited PTO with a recommendation of four weeks per year.
• 12 weeks of fully paid family leave in the US.
• $100/month education budget with manager approval for larger expenses.
• Extended health benefits for employees and dependents.
• Generous budget for equipment and office setup.