Customer Success Manager

Ashby

Manager of High Touch Customer Success enhancing customer experiences at Ashby. Leading a team to drive value realization and long-term partnerships post-onboarding.

Posted 7/3/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $150,000 - $189,250 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

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!

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Soft Skills

Problem-Solving OrientationCustomer-First Thinking