Manager of Strategic Customer Success

Job description

Hi, I’m Loren , the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale. In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers. A key part of this role is helping your team navigate the nuances of enterprise partnerships — building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business. You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management. About the Role As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion — helping CSMs grow, building systems that scale, and advocating cross-functionally — all in service of helping customers drive exceptional outcomes with a rapidly evolving product. As our Manager of Strategic Customer Success, you’ll: Lead and coach a team of CSMs who serve as the primary point of contact for customers post-onboarding and throughout the partnership Uplevel team performance through 1:1 coaching, skill development, and operational rigor Drive process optimization across the customer journey — with a particular focus on adoption and optimization Advocate for the CSM team cross-functionally across Product, Support, Sales, RevOps, and Contract Management Balance building scalable process with delivering the bespoke experiences our most complex customers expect Be a key voice in evolving how we deliver consistent, high-quality outcomes for our Enterprise customers Role requirements : Team Leadership & Coaching : You have experience leading and developing Customer Success Managers in a SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth. Customer Journey Expertise : You understand the enterprise customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches. Up Market Mo…