Manager – Strategic Customer Success

Ashby

Manager of Strategic Customer Success leading a team of CSMs at Ashby. Fostering customer partnerships and driving process optimization in a fast-paced environment.

Posted 6/13/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $150,000 - $189,250 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

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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Hard Skills & Tools

Customer Success ManagementSaaSProcess OptimizationData AnalysisOnboardingAdoption StrategiesRetention StrategiesOperational ImprovementCross-functional CollaborationCustomer Lifecycle Management

Soft Skills

Team LeadershipCoachingEmpathyAccountabilityProblem-SolvingAdaptabilityCommunicationCustomer-First ThinkingContinuous GrowthPragmatism