Strategic Customer Success Manager, EMEA - remote job

Ashby is hiring a Strategic Customer Success Manager, EMEA - a lead role, which means responsibility for a team or a direction. The role sits in Sales 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 Loren, the Head of Strategic Customer Success at Ashby. My team is focused on fostering deep, consultative partnerships within the Enterprise segment. We are passionate about delivering an exceptional customer experience and are excited to expand our team by hiring a Customer Success Manager (CSM) in EMEA.

In this role, you will collaborate closely with Ashby’s largest and most complex customers, aiming to drive product adoption, ensure customer health, and maximize long-term value. You will contribute to shaping how we support a wide range of enterprise customers, from high-growth teams to established public companies.

Ashby is a sophisticated, highly configurable platform, requiring a deep understanding of its capabilities. You will develop extensive product and domain expertise to help customers integrate Ashby into their hiring workflows and achieve outstanding hiring outcomes.

Role Requirements

- You have a proven track record of customer success in B2B SaaS (at least five years), with experience supporting enterprise customers on complex, configurable products, and driving enablement to enhance product adoption and long-term customer success. - You are enthusiastic about managing a strategic portfolio of enterprise customers, valued at approximately 20 key accounts with a total annual recurring revenue (ARR) of over $2 million. You will consistently elevate the quality of these strategic partnerships through multi-faceted relationship management and proactive customer health monitoring.

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

- You are passionate about becoming a product and industry expert. You create ‘Ah ha!’ moments by customizing configurations, driving product adoption, and crafting training to address specific customer challenges, ensuring they achieve their intended business objectives.

- You have a background working with technically complex products and demonstrate a strong curiosity to explore details, enabling you to anticipate risk patterns and proactively support customers through evolving workflows and requirements.

You Should Apply If:

- You excel at clear and precise communication. You can simplify complex concepts (like detailed reports or nuanced workflows) and explain them confidently to a variety of stakeholders.

- You are a natural listener. You prioritize understanding what customers truly need and then advocate for them internally to guide how Ashby evolves for enterprise use cases.

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

- You are eager to shape a new segment. Our strategic customer approach is still in its early stages; you will help develop and iterate on playbooks, learn and share what works, and turn those insights into repeatable processes for the team.

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

- You are always seeking to improve your work through data. You leverage signals and insights to evaluate what is working, identify risks, and adjust your approach.

- You have experience as a recruiter, hiring manager, or interviewer. This background helps you quickly connect Ashby’s workflows to real-world hiring challenges, although prior experience is not strictly required.

Why You Shouldn’t Apply:

- You prefer managing a broad book of business. If you are more interested in managing a wide, high-volume portfolio of customers, consider our High Touch or Startup roles.

- You are drawn to managing customers with infrequent and well-defined touchpoints rather than building adaptive, ongoing partnerships required for strategic customer relationships.

- You are focused on a commercial CSM role with a strong emphasis on variable compensation. While our team’s primary metric is revenue retention, we prioritize adoption and engagement as leading indicators. Renewal negotiations and upsells are handled by a dedicated Contract Manager team, so this role does not include variable pay.

- You prefer a role that focuses on high-volume, operational aspects rather than diving into detailed, complex product configurations and hands-on customer support.

About Ashby

We are building the next generation of enterprise software, starting with tools that help talent leaders, recruiters, and hiring managers run their hiring processes more effectively. Learn more on our website: [https://www.ashbyhq.com/](https://www.ashbyhq.com/). We are well-funded and backed by top investors, including Y Combinator, Elad Gil, and Lachy Groom. We publicly launched in October 2022 and are already working with thousands of leading companies, including Opendoor, Plaid, Airtable, Snyk, Benchling, and SalesLoft.

We have built an incredible team and exceptional product over the past few years, and we are just getting started. This is an excellent time to join us.

Interview Process

Our interview process is designed to ensure that each person joining the team is the right fit for Ashby. The process includes:

- An introductory call with Ashby Recruiting (30 minutes) - A hiring manager interview (45 minutes) - A presentation (45 minutes) - A final panel interview (2 hours)

Rather than a traditional panel interview, we structure our panel into smaller, focused conversations to allow you to meet with multiple team members in a more conversational setting. You will discuss how you approach problem-solving, how you work with sales, and dive into a product complexity exercise.

Benefits

- You will have the time and resources to do things the right way; we emphasize high-quality work and avoid quick hacks. - A 10-year exercise window for stock options. You can purchase stock options when you feel financially comfortable.

- Unlimited Paid Time Off (PTO). We expect you to take your vacation, and it will be discussed in one-on-one meetings.

- Twelve weeks of fully paid family leave in the US. We plan to expand this benefit to employees in other countries as needed.

- A generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

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

- Private medical insurance, dependent on your region.

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.

Ashby is committed to a fair and transparent hiring process. We use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.