Strategic Customer Success Manager ‑ Americas

A strategic customer success role at Ashby for its largest enterprise accounts, focused on product adoption, customer health, and retention. It requires at least five years of B2B SaaS customer success experience and is limited to candidates based in the US or Canada.

• Guide Ashby's biggest customers to improve product adoption and customer health
• Manage a book of about 20 strategic customers exceeding $2m in total ARR
• Become a product and domain expert to help customers use Ashby effectively
• Tailor configuration, drive adoption, and craft training for customer challenges
• Advocate for customers internally to shape enterprise use cases
• Iterate on playbooks and turn learnings into repeatable processes
• Maintain real-time CRM updates and crisp follow-up communications

• At least five years of customer success experience in B2B SaaS
• Experience supporting implementation and adoption of complex technologies
• Comfort managing about 20 strategic customers and more than $2m in total ARR
• Experience working with Sales, Marketing, Product, and Operations stakeholders
• Experience with technically complex products
• Clear and precise communication
• Detail-oriented with strong internal operations habits
• Data-driven approach to improving work