Startup Customer Success Manager, European Region

About

Ashby's Startup Customer Success Team serves early-stage customers programmatically, helping them build hiring excellence into their organizations. The team creates onboarding materials, documentation, and e-webinars, and assists customers via email and calls. The team spans across the US and EMEA with fifteen members.

Responsibilities

• Create high-quality onboarding materials, documentation, and e-webinars to enable customers to get up and running independently.
• Assist customers via email and customer calls as needed.
• Take ownership of a book of customers as the main point of contact in the shared inbox.
• Participate in customer calls per SLAs.
• Take ownership of medium and large projects core to the team’s operations, including:
  • Building an in-app onboarding experience using Amplitude
  • Curating an onboarding e-webinar experience
  • Building retention best practices into customer engagement

Qualifications

• At least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager.
• 2+ years of customer-facing experience supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling).
• Skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively.
• Keen attention to detail ensuring thorough, clear, and empathetic email and live responses.
• Strong written and verbal communication skills with diverse user groups.
• Curious and proactive in addressing customers and creating solutions that improve workflows.

You Should Apply If

• You enjoy becoming a subject matter and product expert.
• You like problem-solving and troubleshooting complex challenges.
• You are comfortable working in a pooled approach (1:many) customer interaction model.
• You are excited to partner long-term with customers beyond onboarding.
• You enjoy project work that drives positive outcomes.
• You are proactive in identifying and improving processes.

You Should Not Apply If

• You prefer one-on-one customer work.
• You believe the customer journey ends after onboarding.
• You do not enjoy problem-solving.
• You dislike project work.
• You are not keen on speaking up or acting on improvements.

About Ashby Customer Success

Ashby Customer Success comprises five teams:

• Product Support
• Startup Customer Success
• High Touch Customer Success
• Recruiting Operations & Professional Services
• Contracts Management

The company emphasizes building best-in-class products and customer experiences with small, talented teams.

Interview Process

• Recruiter Screen with Talent Acquisition Team - 30 minutes
• Hiring Manager Interview - 60 minutes
• Take Home Assessment - 1 week to complete
• Panel Interview - 2 hours 15 minutes

Onboarding Process

• First 30 days: Focus on learning the product; no direct customer responses.
• First 60 days: Shadow peers and take first customer calls.
• First 90 days: Manage a book of customers and explore key ownership areas.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with manager approval for conferences.

Ashby is committed to equal employment opportunities and a diverse, inclusive workforce.