Strategic Customer Success Manager - EMEA

About this Role

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.

Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment. We’re thrilled to be hiring our next CSM in EMEA as we continue to grow the team.

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.

Ashby is powerful and highly configurable, requiring depth of understanding. You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.

Role Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting enterprise customers on complex, configurable products, and driving enablement that improves product adoption and long-term customer outcomes.

• You're excited to own a strategic book of enterprise customers ~20 strategic customers, exceeding $2m in total ARR. You consistently improve the quality of strategic partnerships through multi-threaded relationships and proactive ownership of customer health.

• You have experience working closely with cross-functional partners across Sales, Product, Support, and Operations, aligning communication across stakeholder groups to deliver cohesive customer outcomes.

• You love becoming a product and industry expert. You create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges so they achieve their intended business outcomes.

• You’ve worked with technically complex products and show strong curiosity to explore details and understand how things work, enabling you to anticipate risk patterns and proactively support customers through evolving workflows and requirements.

You Should Apply If:

• 📣 You communicate with precision and clarity. You can take something complex (like a multi-layered report or a nuanced workflow) and explain it simply and confidently to a range of stakeholders..

• 🎧 You are a listener first. You seek to understand what customers actually need and then advocate for them internally to shape how Ashby evolves for enterprise use cases.

• ⚙️You thrive in complexity. Ashby is powerful and highly configurable; you’re energized by learning a product with depth, and you can translate that knowledge into practical, creative solutions for your customers.

• 🧑‍🏫 You’re excited to help shape a new segment. Our Strategic customer motion is still evolving; you’ll be iterating on playbooks, learning and sharing what works, and turning those insights into repeatable processes for the team.

• 🔍 Your peers describe you as detail oriented. You send crisp follow-up emails, on time. You take pride in internal operations, including timely and accurate CRM updates.

• 📊 You are always looking for ways to improve your work through data. You use signals and insights to reflect on what’s working, spot risks, and adjust your approach.

• 👥You may have been a recruiter, hiring manager, or interviewer before. That experience helps you quickly connect Ashby’s workflows to real-world hiring problems (though it’s not required).

Why you shouldn’t apply:

• You prefer managing a broad book of business (if so, see our High Touch or Startup roles).You prefer managing a broad, high-volume book of business rather than owning a smaller set of strategic, high-context customer relationships.

• You're interested in managing customer accounts with infrequent and well-defined touchpoints, instead of adaptive, ongoing partnerships required for strategic partnerships.

• You shine as an exclusively commercial CSM, motivated by variable compensation. While our team's north star metric is revenue retention, we focus on adoption and engagement as leading indicators. For renewal negotiation and upsell, we have a remarkable team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model.

• You’re not excited by getting into the details. If diving into reporting nuances, workflow configuration, or hands-on change management with customers feels too granular or operational, this role likely isn’t the right fit.

About Ashby

We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://www.ashbyhq.com/. We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are already working with thousands of amazing companies, including Opendoor, Plaid, Airtable, Snyk, Benchling and SalesLoft.

We’ve built an incredible team and exceptional product over the past few years, and we are truly just getting started. In short, this is the perfect time to join 🚀

Interview Process

Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• Intro Call with Ashby Recruiting - 30 Minutes

• Hiring Manager Interview - 45 Minutes

• Mock Customer Call - 45 Minutes

• Final Round - 2 hours

  • Rather than a traditional panel interview with a large group, we structure our panel into a series of smaller conversations. This gives you the opportunity to meet with multiple team members in a more conversational setting focused on specific topics, instead of a formal Q&A. You'll discuss how you approach problem solving, how you work with sales, and dive into a product complexity exercise.

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.

• Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

• Private medical insurance, dependent on your region

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment 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 and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.