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Ashby · 2 weeks ago

Strategy & Operations, Customer Success

United States

Full-time

Remote

Mid, Senior Level

$140K/yr - $170K/yr

Ashby is building the next generation of enterprise software, focusing on products that enhance the hiring process for talent leaders and recruiters. The Strategy & Operations role in Customer Success involves driving strategy and operational improvements to optimize customer health, retention, and revenue growth.

Human ResourcesManagement Information SystemsRecruitingSoftware

Responsibilities

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

Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies

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

Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)

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

Qualification

SaaS experienceCRM reportingData analysisFinancial literacyProcess improvementCommunicationDetail-orientedSelf-starterStrategic mindset

Required

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

Benefits

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. We plan to expand this to employees in other countries as situations arise.

Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

$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.