Manager of High Touch Customer Success

About the Role

As the Manager of High Touch Customer Success, you will play a pivotal role in ensuring our customers have a remarkable experience with Ashby as we continue to scale. You’ll lead — and continue to grow — a team of skilled and tenured CSMs focused on driving adoption, value realization, and long-term partnership post-onboarding.

In this role, you will:

• 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

Role Requirements

• 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.

You'll Be a Great Fit If You

• Communicate with clarity, asking thoughtful, precise questions and distilling complex concepts into simple, actionable insights.
• Listen deeply, acting as both an advocate for your team and a strong voice of the customer.
• Are a structured problem solver tackling complex challenges with thoughtful, scalable solutions.
• Value process and scale, motivated to improve workflows and build systems that increase efficiency and consistency.
• Operate with strong attention to detail and take pride in executing at a high standard.
• Are a passionate coach seeking opportunities to develop your team and elevate performance over time.

You Might Not Be a Fit If

• You’re not eager to roll up your sleeves and get into the weeds (e.g. call shadowing isn’t interesting to you).
• You are accustomed to defining ideas and strategies, yet not responsible for their execution.
• You thrive in environments where you lead a simple, established product rather than a dynamic, complex and evolving one.
• You prefer exclusively to build rather than build, iterate, optimize.
• You have not done this work in a growing SaaS business.

About Ashby

We’re building the next generation of enterprise software, starting with products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. We are well funded and backed by investors including Y Combinator, Elad Gil, and Lachy Groom. Our customers include Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier. Our growth and retention metrics are best-in-class with tens of millions in ARR, growing over 100% year over year, very low churn, and many years of runway.

Our Philosophy

• We spend a lot of time building best-in-class products believing a highly differentiated product is easier to sell.
• We offer deep expertise whenever interacting with prospects and customers.
• We believe small teams with talented people deliver better performance than large headcount teams.
• We value ownership, principled thinking over experience, and thoughtful communication.

The Interview

• 30 min Recruiter Screen
• 30 min Interview with Head of High Touch CS
• Presentation Round with Global Head of Customer Success + 2 CS Leaders
• Final Round:
  • 30 min Interview with VP of Customer Success
  • 30 min Interview with CEO
  • Leadership interview
  • 10 min Closing Questions with Hiring Manager

Benefits

• Time to do things the right way with emphasis on high quality work
• Work with a product customers are excited about
• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• $100/month education budget with manager approval for conferences
• Extended health benefits for employees and dependents
• Generous equipment, software, and office furniture budget

Ashby provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce.