Manager of High Touch Customer Success

About this role

Hi, I’m Denise — Head of High Touch Customer Success at Ashby. One of our core principles is “Care Deeply About Our Customers,” and we hire people who are energized by helping customers succeed and delivering high-quality experiences. That’s why I’m excited to be hiring a Manager of High Touch Customer Success.

In this role, you’ll elevate the customer experience by coaching and developing a team of CSMs, while also helping them operate effectively at scale. Each CSM manages a large book of business (~60 customers), so a key part of this role is identifying what’s working, turning it into repeatable best practices, and building systems that allow the team to deliver consistently strong outcomes across many customers. You’ll partner closely with other leaders across High Touch CS, Startup CS, Implementation, as well as Support and Contract Management.

ABOUT THE ROLE

As the Manager of High Touch Customer Success, you will play a pivotal role in ensuring our customers have a remarkable experience with Ashby as we continue to scale. You’ll lead — and continue to grow — a team of skilled and tenured CSMs focused on driving adoption, value realization, and long-term partnership post-onboarding.

In this role, you will:

- Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success

- Uplevel team performance through 1:1 coaching, skill development, and strong operational rigor

- Drive scalable approaches to customer success, helping the team translate what’s working into repeatable best practices across a large portfolio

- Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle

- Be a key voice in evolving how we deliver consistent, high-quality experiences at scale

Role requirements:

- Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product. You know how to foster a culture of empathy, accountability, and continuous growth.

- Customer Journey Expertise: You have deep experience driving adoption, retention, and long-term value realization. You understand how to help customers translate product usage into meaningful business outcomes.

- Operational Mindset: You’ve helped implement and improve team processes, and bring a structured approach to scaling what works. You’re comfortable building systems and playbooks that enable a team to deliver consistently across a large portfolio.

- Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.

- Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers.

- Data-Driven: You’re comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes.

- Customer-First Thinking: You have a deep understanding of B2B customer needs and a track record of delivering high-quality, thoughtful customer experiences.

- Lifecycle Awareness: You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.

YOU’LL BE A GREAT FIT IF YOU:

- You communicate with clarity. You ask thoughtful, precise questions and can distill complex concepts into simple, actionable insights.

- You listen deeply. You act as both an advocate for your team and a strong voice of the customer, ensuring feedback meaningfully shapes internal decisions and product direction.

- You’re a structured problem solver. You tackle complex challenges with thoughtful, scalable solutions—not just one-off fixes.

- You value process and scale. You’re motivated to improve workflows and build systems that increase efficiency and consistency across the team.

- You operate with strong attention to detail. You bring rigor to internal operations and take pride in executing at a high standard.

- You’re a passionate coach. You seek opportunities to develop your team and elevate performance over time.

YOU MIGHT NOT BE A FIT IF:

- You’re not eager to roll up your sleeves and get into the weeds (e.g. call shadowing isn’t interesting to you).

- You are accustomed to defining ideas and strategies, yet not responsible for their execution.

- You thrive in environments where you lead a simple, established product rather than a dynamic, complex and evolving one.

- You prefer exclusively to build (rather than build, iterate, optimize)

- You have not done this work in a growing SaaS business

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/%EF%BF%BC%EF%BF%BCWehttps://www.ashbyhq.com/

We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, very low churn, and many years of runway. We’ll share more details once we meet. In short, it's the perfect time to join! 🚀

OUR PHILOSOPHY

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

- We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

- We want to offer deep expertise whenever we interact with prospects and customers.

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