About the role
Hi, I’m Loren https://www.linkedin.com/in/lfoseid/, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. One of our operating principles is “Aim High” and I'm excited to find a Manager of Strategic Customer Success who can identify gaps, drive meaningful change, and bring a creative vision to this segment as we scale.
In this role, you'll lead a team of CSMs who serve Ashby's largest and most complex customers. A key part of this role is helping your team navigate the nuances of enterprise partnerships, building the depth of engagement these customers expect while identifying what's working and translating it into repeatable approaches that scale across a sophisticated book of business. You'll partner closely with other leaders across Product, Implementation, Support, and Contract Management.
As the Manager of Strategic Customer Success, you'll lead a tenured team of skilled CSMs while helping shape how Ashby delivers value as we scale upmarket. You'll be the team's coach, sounding board, and champion, helping CSMs grow, building systems that scale, and advocating cross-functionally, all in service of helping customers drive exceptional outcomes with a rapidly evolving product.
Do you fit?
Team Leadership and Coaching: You have led and grown Customer Success Managers in a SaaS setting and know how to nurture a culture built on empathy, accountability, and continuous development.
Technical Acumen: You can dig into the product's technical details together with your direct reports to help shape customer solutions, and you have coached teams supporting a technically complex product.
Customer Journey Expertise: You have a grasp of the enterprise customer lifecycle and have improved onboarding, adoption, and retention through thoughtful, repeatable methods.
Up Market Motion: You have partnered with enterprise customers and grown their use case as complexity increased.
Operational Mindset: You have helped roll out and refine team processes, bringing a structured perspective to scaling what works while remaining flexible.
Cross-functional Collaboration: You are at ease working with teams like Sales, Product, and Support to align on customer needs and lift the overall experience.
Problem-Solving Orientation: You do not lean on what worked before; you are thoughtful, pragmatic, and keen to find solutions tailored to your team's and customers' specific needs.
Data-Driven: You readily use data and metrics to inform decisions, always working to improve both the team and the customer experience.
Customer-First Thinking: You have a strong grasp of B2B customer needs and a track record of delivering outstanding support experiences.
Lifecycle Awareness: You understand the entire customer lifecycle and know how to partner effectively with cross-functional teams so handoffs are strong and success is sustained.
You communicate clearly. You ask precise clarifying questions and can turn complex ideas into simple, actionable themes.
You listen attentively. You see your role as both an advocate for the Customer Success team and a voice for the customer with internal stakeholders, keeping our product roadmap evolving in the right direction.
You stand up for your team. You take an active part in resourcing and headcount planning discussions and offer a clear point of view.
You enjoy coaching. Every teaching moment is an opportunity, and you are eager to help your team grow and develop.
You solve problems in a structured way. You take on complex challenges with innovative, scalable solutions.
You recognize the importance of process. You want to strengthen processes and workflows to boost efficiency and effectiveness.
Peers would call you detail oriented. You take pride in solid internal operations.
Diving into the details is not for you. Call shadowing, hands-on troubleshooting, and doing the work next to your direct reports does not appeal.
Getting deep into the product and serving as a technical resource for your direct reports does not interest you.
You are more at ease generating broad ideas than taking responsibility for executing them.
What you'll own
Take charge of and coach a group of CSMs who act as the main contact for customers after onboarding and throughout the relationship
Raise the bar on team performance with one-on-one coaching, skill building, and operational discipline
Optimize processes along the customer journey, especially around adoption and optimization
Represent the CSM team across functions, including Product, Support, Sales, RevOps, and Contract Management
Juggle building scalable processes with delivering the tailored experiences our most complex customers expect
Play a central role in shaping how we consistently deliver strong outcomes for our Enterprise customers
Guide your team through the intricacies of enterprise partnerships and turn what succeeds into repeatable approaches that work across a sophisticated book of business
Work hand in hand with leaders from Product, Implementation, Support, and Contract Management
Act as the team's coach, sounding board, and advocate, supporting CSM growth, creating systems that scale, and speaking up across the organization
Spot gaps, push meaningful change, and contribute a creative vision for the Enterprise segment as the company expands
Benefits & perks
Sound like you?
Negotiable · Ashby
On Ashby's website · ~2 minutes
