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. Technical Acumen : You're able to get into the technical details of the product alongside your direct reports to help drive customer solutions, and you have experience coaching teams that supp…