Ashby

Strategy & Operations, Customer Success

Ashby

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $140,000 - $170,000 per year

Job Level

Mid-LevelSenior

About the role

  • Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
  • Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies.
  • Optimize the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
  • Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
  • Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
  • Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
  • Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
  • Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.

Requirements

  • Are a self-starter, innately curious in your approach
  • Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
  • Have a strategic mindset, with the ability to distill data into actionable recommendations
  • Are detail-oriented and committed to data accuracy and process quality
  • Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
  • Are skilled in CRM reporting, with preference for HubSpot experience
  • Work autonomously, managing multiple tasks and deadlines effectively
  • Are an excellent communicator, both verbally and in writing.
Benefits
  • 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 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.
  • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
  • $100/month education budget with more expensive items (like conferences) covered with manager approval.
  • If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer segmentationonboarding workflowslifecycle mappingplaybook developmentreportinganalysis of metricsKPI implementationCRM reportingdata accuracyprocess quality
Soft skills
self-starterinnately curiousstrategic mindsetdetail-orientedexcellent communicatorautonomoustime managementcollaborationchange managementproblem-solving