Manager of Strategic Customer Success

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. One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale.

In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers. A key part of this role is helping your team navigate the nuances of enterprise partnerships — building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business. You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management.

About the Role

As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product.

As our Manager of Strategic Customer Success, you’ll:

Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership

Uplevel team performance through 1:1 coaching, skill development, and operational rigor

Drive process optimization across the customer journey — with a particular focus on adoption and optimization

Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management

Balance building scalable process with delivering the bespoke experiences our most complex customers expect

Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers

Role requirements :

Team Leadership & Coaching : You have experience leading and developing Customer Success Managers in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth.

Technical Acumen : You're able to get into the technical details of the product alongside your direct reports to help drive customer solutions, and you have experience coaching teams that support a technically complex product.

Customer Journey Expertise : You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.

Up Market Motion : You have worked with enterprise customers and scaled their use case as they grow in complexity.

Operational Mindset : You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable.

Cross-functional Collaboration : You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience.

Problem-Solving Orientation : You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers.

Data-Driven : You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.

Customer-First Thinking : You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.

Lifecycle Awareness : You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.

You’ll Be a Great Fit If You:

You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple, actionable themes.