Manager of High Touch Customer Success

• In this role, you’ll elevate the customer experience by coaching and developing a team of CSMs, while also helping them operate effectively at scale
• Each CSM manages a large book of business (~60 customers), so a key part of this role is identifying what’s working, turning it into repeatable best practices, and building systems that allow the team to deliver consistently strong outcomes across many customers
• You’ll partner closely with other leaders across High Touch CS, Startup CS, Implementation, as well as Support and Contract Management
• As the Manager of High Touch Customer Success, you will play a pivotal role in ensuring our customers have a remarkable experience with Ashby as we continue to scale
• You’ll lead — and continue to grow — a team of skilled and tenured CSMs focused on driving adoption, value realization, and long-term partnership post-onboarding
• 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

Benefits

• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave
• 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
• Generous equipment, software, and office furniture budget- Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle
• 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
• Customer-First Thinking: You have a deep understanding of B2B customer needs and a track record of delivering high-quality, thoughtful customer experiences
• Data-Driven: You’re comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes
• 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
• 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
• 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
• 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
• 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 value process and scale. You’re motivated to improve workflows and build systems that increase efficiency and consistency across the team
• You’re a structured problem solver. You tackle complex challenges with thoughtful, scalable solutions—not just one-off fixes
• 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 communicate with clarity. You ask thoughtful, precise questions and can distill complex concepts into simple, actionable insights- Deadline to Apply: 26 May 2026 at 17:00 BST
• At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:
• 30 min - Recruiter Screen
• 30 min - Interview with Head of High Touch CS
• Presentation Round - Global Head of Customer Success + 2 CS Leaders
• Final Round
• 30 min - Interview with VP of Customer Success
• 30 min - Interview with CEO
• 30 min - Leadership interview
• 10 min - Closing Questions with Hiring Manager