Mid-Market Customer Success Manager - EMEA - remote job

Ashby is hiring a Mid-Market Customer Success Manager - EMEA - a lead role, which means responsibility for a team or a direction. The role sits in Marketing and is fully remote. The company hires candidates based in Europe.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

About This Role

Hello, I'm Alex, and I'm the Head of Mid-Market Customer Success at Ashby. Our team is dedicated to crafting and scaling an unparalleled high-touch customer experience for the mid-market segment. As we continue to expand, we're excited to welcome our next Customer Success Manager (CSM) in EMEA to help us serve a diverse range of customers, from high-growth startups to established public companies.

As a member of our Customer Success team, you'll contribute to the growth of our High Touch Mid-Market Customer Success function. In this role, you'll facilitate the implementation, training, and adoption of Ashby across the region, working closely with our four CSMs on the EMEA Mid-Market team.

Ashby is designed to be powerful and flexible, allowing for customized solutions based on user needs. This means you'll need to become a product and domain expert to help our customers leverage Ashby effectively for hiring excellence.

Role Requirements:

- You have a proven track record of success in customer success in B2B SaaS (at least two years), managing complex technology implementations and delivering value through the customer journey. You'll be responsible for overseeing four to eight-week implementations. - You have experience managing a portfolio of approximately 60 mid-market customers, with a total Annual Recurring Revenue (ARR) of over $1.5M. You enjoy building relationships with key stakeholders and supporting existing teams to drive adoption and retention.

- You have a history of collaborating closely with cross-functional stakeholders, including Sales, Marketing, Product, and Operations.

- You're passionate about becoming a product and industry expert, creating 'Ah ha!' moments by tailoring training and product walkthroughs to address specific customer challenges.

- You have experience working with technically complex products and are curious about exploring the details and understanding how things work.

Why You Should Apply:

- You excel in clear, concise communication and can explain complex concepts in simple terms. You avoid jargon and speak directly to the customer's needs.

- You're a great listener, seeing your role as a conduit for customer feedback to internal stakeholders, ensuring our product roadmap delivers value.

- You thrive in managing a diverse customer base, prioritizing your time effectively to make a significant impact.

- You're energized by the opportunity to learn and support a complex product. You enjoy delving into technical details, navigating advanced configurations, and helping customers understand data workflows.

- You love teaching and see every opportunity to educate as a chance to add value.

- You're not only focused on renewals but also on crafting repeatable processes that will allow our go-to-market team to scale efficiently.

- Your peers describe you as detail-oriented, with a knack for sending crisp follow-up emails and maintaining efficient internal operations, such as real-time CRM updates.

- You move quickly and leverage tools and technology to maximize your time. You're comfortable managing a wide range of customers and prioritizing effectively.

- You're energized by an ever-improving work environment. Our team is growing and continually iterating on processes, and we live by our principle of "Implement Continuous Improvement."

- You're always looking for ways to improve your work through data.

- You have a background in recruiting, hiring, or interviewing, which can help you serve as a trusted advisor to our customers. While not required, this experience can be beneficial.

Why You Shouldn't Apply:

- If you prefer a smaller, more focused customer base, this role might not be the right fit. Our Mid-Market CSMs typically manage a portfolio of over 60 customers, balancing personalized relationships with efficient, scalable support.

- If you're more interested in managing accounts with infrequent and well-defined touchpoints, this role might not be for you. We focus on frequent, fluid interactions.

- If you're primarily motivated by variable compensation, this role is not the best fit. Our team focuses on adoption and engagement as leading indicators, with revenue retention as the primary metric.

- If you find it challenging to get into the details, this role might not be for you. We value a hands-on approach, especially when it comes to complex reports and workflows.

About Ashby

We're building the next generation of enterprise software, starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more at [our website](https://www.ashbyhq.com/).

We're well-funded and backed by notable 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 couple of years, and we're just getting started. This is the perfect time to join us.

Interview Process

Our interview process is comprehensive to ensure we find the right fit for Ashby. The process for this role is as follows:

- Intro Call with Ashby Recruiting - 30 minutes - Hiring Manager Interview - 45 minutes - Take-Home/Presentation Interview - 45 minutes - Panel Interview - 2 hours

Our panel interview is structured into smaller, more conversational sessions focused on specific topics. You'll discuss problem-solving approaches, collaboration with sales, and dive into a product complexity exercise.

Benefits

- You'll have the time and resources to do things the right way. We prioritize high-quality work and avoid quick hacks. - 10-year exercise window for stock options. You shouldn’t feel pressured to exercise options immediately. - Unlimited PTO. We encourage you to take your vacation. - 12 weeks of fully paid family leave. - Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! - $100/month education budget with more expensive items covered with manager approval.

Ashby is committed to equal employment opportunities (EEO) and is dedicated to a diverse and inclusive workforce. We welcome people from all backgrounds, experiences, perspectives, and abilities.