Manager of High Touch Customer Success

Requirements and responsibilities

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About the Role

Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success
Uplevel team performance through 1:1 coaching, skill development, and strong operational rigor
Drive scalable approaches to customer success, helping the team translate what’s working into repeatable best practices across a large portfolio
Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle
Be a key voice in evolving how we deliver consistent, high-quality experiences at scale

About the Role

Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product. You know how to foster a culture of empathy, accountability, and continuous growth.
Customer Journey Expertise: You have deep experience driving adoption, retention, and long-term value realization. You understand how to help customers translate product usage into meaningful business outcomes.
Operational Mindset: You’ve helped implement and improve team processes, and bring a structured approach to scaling what works. You’re comfortable building systems and playbooks that enable a team to deliver consistently across a large portfolio.
Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.
Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers.
Data-Driven: You’re comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes.
Customer-First Thinking: You have a deep understanding of B2B customer needs and a track record of delivering high-quality, thoughtful customer 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 communicate with clarity. You ask thoughtful, precise questions and can distill complex concepts into simple, actionable insights.
You listen deeply. You act as both an advocate for your team and a strong voice of the customer, ensuring feedback meaningfully shapes internal decisions and product direction.
You’re a structured problem solver. You tackle complex challenges with thoughtful, scalable solutions—not just one-off fixes.
You value process and scale. You’re motivated to improve workflows and build systems that increase efficiency and consistency across the team.
You operate with strong attention to detail. You bring rigor to internal operations and take pride in executing at a high standard.
You’re a passionate coach. You seek opportunities to develop your team and elevate performance over time.

You Might Not Be a Fit If:

You’re not eager to roll up your sleeves and get into the weeds (e.g. call shadowing isn’t interesting to you).
You are accustomed to defining ideas and strategies, yet not responsible for their execution.
You thrive in environments where you lead a simple, established product rather than a dynamic, complex and evolving one.
You prefer exclusively to build (rather than build, iterate, optimize)
You have not done this work in a growing SaaS business

Our Philosophy

We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.
We want to offer deep expertise whenever we interact with prospects and customers.
We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

The Interview

30 min - Interview with VP of Customer Success
30 min - Interview with CEO
30 min - Leadership interview
10 min - Closing Questions with Hiring Manager

Benefits

You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
You get to work with a product that our prospects & customers are truly excited about.
Competitive compensation is offered.
10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby — do it when you feel financially comfortable.
Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
$100/month education budget with more expensive items (like conferences) covered with manager approval
Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

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