Senior Manager, Strategic Customer Success - Americas - Remote

Overview

The Senior Manager of Strategic Customer Success will lead the customer success segment for enterprise customers, ensuring a remarkable customer experience while working closely with a skilled team and internal stakeholders.

In Short

• Lead the Strategic Customer Success segment and enhance customer experience.
• Oversee a team of Strategic Customer Success Managers.
• Collaborate with High Touch Customer Success leadership.
• Engage with internal stakeholders to advocate for product changes.
• Implement programmatic frameworks and bespoke engagements for enterprise customers.
• Drive proactive execution and process improvements.
• Utilize data for decision-making and performance improvement.
• Foster a culture of coaching and team development.
• Advocate for customer needs and align solutions across teams.
• Shape the evolution of Strategic Customer Success at Ashby.

Requirements

• Experience leading Customer Success Managers in a SaaS environment.
• Proven track record of working with large enterprises.
• Strong analytical mindset and commitment to continuous improvement.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively across various teams.
• Comfortable diving into product details and complexities.
• Innovative thinking with a focus on customer-centric solutions.
• Strong process improvement skills.
• Detail-oriented with a focus on operational excellence.
• Experience in coaching and developing team members.

Benefits

• Emphasis on high-quality work and avoiding quick hacks.
• Competitive compensation package.
• 10-year exercise window for stock options.
• Unlimited PTO with recommended four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment and software budget.
• $100/month education budget for professional development.
• Supportive work environment focused on ownership and principled thinking.