Manager, Startup Customer Success

Ashby

Manager of Startup Customer Success at Ashby leading the team of CSMs. Responsible for coaching, developing, and ensuring excellent customer experiences for early-stage clients.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $180,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes
Foster team growth through 1:1s, skill-building, and thoughtful feedback
Support team operations and quality assurance for our shared inbox, live customer engagements, and project work
Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint
Collaborate cross-functionally to evolve how Ashby supports its startup customers
Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap

Requirements

What you’ll need

You have experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth.
You understand the customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches.
You bring a structured approach to scaling what works, but value staying flexible in the face of new needs. You are comfortable balancing 1:many engagement strategies with strong judgment around when dedicated support matters most.
You are energized by operations: you care about process quality, internal tools, and smooth execution.
You enjoy rolling up your sleeves (e.g. inbox reviews, shadowing, quality checks) to uplevel the team and, when necessary, jumping in to help out yourself.
You are comfortable using data and metrics to inform decision-making and continually improve the team and customer experience.
You communicate clearly and with care, especially in fast-moving or ambiguous situations.
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.

Benefits

Comp & perks

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 managementonboardingadoptionretentiondata analysismetrics trackingprocess qualityproject managementquality assuranceSaaS

Soft Skills

leadershipcoachingempathyaccountabilitycommunicationflexibilityproblem-solvingcollaborationfeedbackteam growth