Ashby

Manager of High Touch Customer Success

Remote - US

Sponsorship not specifiedDetected 21 days ago

Customer SuccessLeadershipCollaborationProblem SolvingMentoring

About the 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

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
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.
You'll partner closely with other leaders across High Touch CS, Startup CS, Implementation, as well as Support and Contract Management.
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.
You're comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.

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.

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

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 is 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
Extended health benefits for you and your dependents (subject to availability with our Employer of Record)

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.
You get to work with a product that our prospects & customers are truly excited about.
We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success
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.
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.

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