Customer Success Manager

• In this role, you’ll partner with Ashby’s largest and most complex customers, focusing on driving product adoption, customer health, and long-term value.
• You’ll help shape how we support a diverse set of enterprise customers, from high-growth teams to public companies.
• You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.

Strategic Customer Success Manager

• Design comprehensive Customer Success operations: seamless onboarding, accelerated adoption, predictable renewals, strategic expansion
• Personally manage and expand our most strategic enterprise accounts
• Build automated health-score tracking systems
• Recruit, develop, and lead a world-class Customer Success team of 3 people
• Create scalable playbooks, KPIs, and reporting frameworks
• Turn client feedback into real intelligence for Product and Sales
• Drive measurable expansion revenue through strategic account management
• Prove that great Customer Success makes money — and own that number.

Head of Customer Success – SaaS

• Betreuung eines festen Kundenportfolios (B2C)
• Unterstützung bei rechtlichen Anliegen (keine Rechtsberatung erforderlich)
• Identifikation und Lösung von Problemen
• Proaktive Begleitung und Unterstützung unserer Kunden
• Beratung zu passenden Lösungen und Services
• Enge Zusammenarbeit mit unserem Legal- und Backoffice-Team

Customer Success Manager, B2C

Implementation Specialist

• Configure and launch card products across enterprise card processing platforms, including debit, credit, prepaid, and virtual card programmes
• Implement and maintain card product parameters, BIN setups, transaction controls, fee structures, and lifecycle workflows
• Configure EMV chip and contactless payment profiles, including AIDs, CVM lists, CAPKs, and transaction routing logic
• Design and support ISO 8583 integrations with card schemes, ATM/POS networks, acquirers, and third-party processors
• Integrate payment systems with external platforms via REST and SOAP APIs, including fraud prevention, AML, loyalty, and digital banking solutions
• Coordinate HSM-related activities including cryptographic key exchanges, PIN verification services, and secure key ceremonies
• Support implementation and certification of 3D Secure (3DS 2.x) and digital wallet tokenisation services such as Apple Pay and Google Pay
• Lead technical certification activities with Visa and Mastercard, including simulator testing, defect resolution, and compliance validation
• Execute SIT, UAT, regression, and transaction flow testing across complex card payment environments
• Provide production support, root-cause analysis, and configuration optimisation for live card processing systems

Card Systems Implementation Specialist

• Guide installation and configuration of Witboost in the customer's environment, working alongside their platform team to tailor deployment architecture and resolve technical blockers
• Run onboarding and training sessions for platform teams and key stakeholders, ensuring they understand the platform's concepts, templates, policies, and capabilities
• Drive Playground and MVP phases to demonstrate value quickly and build internal champions within the customer's organization
• Own the Time to First User metric, proactively removing friction and ensuring every prerequisite for production readiness is met (templates, policies, RBAC, custom views, data contracts, access flows)
• Conduct regular check-ins (bi-weekly syncs, quarterly reviews) to track adoption, health scores, and open issues
• Communicate new releases proactively, highlighting relevant features and running mini-demos to drive upgrade adoption
• Act as the voice of the customer internally — feeding real-world feedback, unmet needs and feature gaps to Product Management to shape the roadmap
• Spot expansion opportunities and flag them to Sales early, supporting renewal conversations with adoption data and business impact evidence
• Uncover root causes, not just requests — when a customer asks for a feature, dig for the underlying problem and bring the real insight back to Product

Senior Technical Success Manager

• Accountability & autonomy - own book outcomes end-to-end inside guardrails - run renewal-risk plans when signals surface
• Communication & collaboration - proactive updates - consistent agendas and follow-ups - align cross-functional DRIs early
• Customer outcomes - protect retention - drive adoption - meet engagement/QBR expectations
• Commercial impact - identify and progress opportunities with Sales - document consistently in SFDC + Vitally
• Complexity & problem solving - translate ambiguity into a plan - reduce rework through disciplined detail
• Operational excellence - Vitally hygiene as system of record - clean handovers
• AI fluency - uses AI to draft customer comms, summarize meetings/case context, and structure risk summaries; verifies facts and commitments; ships customer-ready outputs without added rework
• Multi-product coordination - manage dependencies at a high level so customers feel complexity is handled
• Team impact - visible contribution via customer-facing projects and informal mentoring

Customer Success Manager, MM/Ent

• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal.
• Ensure customer satisfaction, retention, and success.
• Manage escalations, internally and externally, with a focus on customer empathy.
• Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.).
• Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals.
• Drive adoption of Alpaca features (new and existing) among our Live Partners
• Identify and disseminate best practices and pitfalls
• Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.)
• Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles.
• Provide internal communication and reporting on overall account status, health, and risk.
• Develop a success strategy for ensuring customer success
• Identify areas and consider solutions for improvement/optimization within Alpaca
• Ad-hoc duties and responsibilities as assigned
• Deliver QBRs and executive reports that align customer goals to platform outcomes.
• Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy.
• Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal.
• Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.

• Act as the primary relationship owner for government and defence customers, building trust across operational, training, technical, and leadership stakeholders.
• Establish and maintain a regular, documented engagement cadence across the entire portfolio — no accounts sit untouched without clear justification.
• Lead GOV-specific onboarding and kickoff sessions aligned to mission readiness, workforce capability, and policy constraints.
• Define clear success criteria early, mapping TryHackMe usage to:
• Monitor adoption health (usage, engagement, milestone completion) and proactively intervene to mitigate risk well ahead of renewal.
• Own renewal readiness from a value and risk perspective, beginning 6–12 months pre-expiry, with documented mitigation plans for any amber or red accounts.
• Drive fast time-to-value by embedding TryHackMe into government training pipelines efficiently and securely.
• Lead Executive Business Reviews (EBRs) focused on mission outcomes and workforce readiness, not product features.
• Develop credible, government-ready success stories and expand TryHackMe’s GOV logo library and reference pack.

Government Customer Success Manager

• Accelerate and drive revenue acquisition and expansion through value based consultations and demonstrations that clearly articulate how prospective and current clients will achieve their goals with Remote
• Be the trusted business partner for complex and / or enterprise-type opportunities to help address customer business goals and requirements
• Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral
• Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales
• Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact
• Share learning and drive development and enablement opportunities within the Customer Success team
• Take an active role in coaching and mentoring for junior members of the Customer Success team

Senior Customer Success Manager – MM/Ent

Onboarding Specialist

• Ensure every new client project starts in a structured, transparent and efficient way: with a clearly defined setup, fast time-to-value, and a smooth handover to the Growth team.
• Lead the entire customer onboarding phase: from sales handover to the first calling day and the transition into the Growth stage.
• Set up the baseline project configuration including tooling, process templates and tracking logic (in close internal coordination).
• Prepare and internally communicate lead-sourcing parameters.
• HubSpot data maintenance and management.

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