Startup Customer Success Manager - Americas

Hello! I’m Jared I joined Ashby four years ago as the first member of the Startup Customer Success team. Since then, I have been a part of building out the onboarding and success functions across our entire startup segment. Today, we’re a team of fifteen spanning across the US, Canada, and EMEA. I am so excited to be hiring another Startup Customer Success Manager in the US or Canada .

Our Startup Customer Success Team serves our early-stage customers programmatically. These customers are special to us because they aren’t just learning our software; they are learning how to build hiring excellence into the DNA of their growing organizations.
Our Startup Customer Success Managers create high-quality onboarding materials, documentation, and e-webinars that enable our customers to get up and running independently. They also jump in to assist via email and customer calls when needed. This is a mid-level role, so we require at least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager.
In this role, you’ll take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs. You’ll also take ownership of medium and large projects that are core to our team’s operations. Existing projects our team has taken on include:

• Building an in-app onboarding experience using Amplitude

• Creation of a live, foundational webinar series + recorded content

• Building retention best practices into our engagement with customers that extend well beyond just onboarding

You should apply if:

• You have 2+ years of customer-facing experience supporting a complex and rapidly evolving product (for complexity, think tools like Zapier, HubSpot, and Acuity Scheduling).

• You enjoy becoming a subject matter and product expert to help deliver excellent experiences when assisting our customers in solving complex challenges. Oftentimes, there will be multiple solutions to any given challenge and you enjoy getting in the weeds with customers to figure out what exactly they need to suggest the best path forward.

• You’re skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively. With a complex product comes complex problems - you are excellent at identifying an issue, mapping multiple paths forward, and taking action based on principled thinking.

• You possess keen attention to detail, ensuring your email and live responses are thorough, clear, and empathetic along the way. Solving the problem is sometimes only half the battle - you are gifted in extracting only the necessary details that our customers or our team members need to solve a problem.

• You have strong written and verbal communication ski