Ashby

Strategy & Operations, Customer Success

Remote - US · Senior

Sponsorship not specifiedDetected 182 days ago

SnowflakeHubSpotCRMRecruitingOnboardingCustomer SuccessShopifyLeadership

About the role

Our Customer Success team is consistently praised by our customers for their deep expertise, responsiveness, and dedication-a testament to how much we Care Deeply About Customers, one of our core Operating Principles.
You will play a crucial role in our operations, including process improvements, planning, and reporting.

Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
Optimizate the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.
Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability.

Are a self-starter, innately curious in your approach
Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
Have a strategic mindset, with the ability to distill data into actionable recommendations
Are detail-oriented and committed to data accuracy and process quality
Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
Are skilled in CRM reporting, with preference for HubSpot experience
Work autonomously, managing multiple tasks and deadlines effectively
Are an excellent communicator, both verbally and in writing

This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.

10-year exercise window for stock options.
You shouldn't feel pressure to purchase stock options if you leave Ashby -do it when you feel financially comfortable.
Unlimited PTO with four weeks recommended per year.
Expect "Vacation?" in our one-on-one agenda until you start taking it 😅.
Twelve weeks of fully paid family leave in the US.
$100/month education budget with more expensive items (like conferences) covered with manager approval.
If you're in the US, top-notch health insurance for you and your dependents, with all premiums covered by us.
Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment.
Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)

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!).
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

This listing is sourced directly from Ashby's careers page and normalized into a canonical job model.