Ashby · 2 weeks ago
Head of Strategic Customer Success - Americas
United States
Full-time
Remote
Director/Executive
$190K/yr - $225K/yrAshby is a company focused on continuous improvement and customer care, seeking a Head of Strategic Customer Success to elevate the customer experience for their enterprise clients. In this role, you will lead a team of Customer Success Managers, ensuring that customers have a remarkable experience and achieve meaningful outcomes with Ashby's platform.
Human ResourcesManagement Information SystemsRecruitingSoftware
Responsibilities
Proven Leadership & Coaching: You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a complex B2B SaaS environment. You know how to deliver clear, actionable feedback, and you build a culture where your team can grow and succeed
Customer-Centricity with an Enterprise Focus: You bring proven experience working with upmarket B2B companies (1,000+ employees) and understand the unique opportunities of enterprise adoption. You ensure customers realize value across their lifecycle and achieve their objectives with Ashby, balancing hands-on support with scalable approaches
Strategic & Operational: You proactively identify opportunities to strengthen how we serve customers — whether through process improvements, new frameworks, or fresh approaches to engagement. You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results
Customer Impact & Product Mastery: You excel at quickly learning and navigating robust, complex products to design programs that improve the customer journey at scale. Your work drives measurable impact across onboarding, adoption, and retention — ensuring customers realize value quickly and sustain success over time
Cross-functional Collaboration: You partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions. You understand when to collaborate, when to escalate, and how to influence outcomes across teams
Innovative & Principled Approach: You proactively address thematic customer opportunities and improve our processes accordingly; you’re comfortable leveraging fresh technologies to enhance the efficiency and efficacy of our team. You don’t rely on ‘I’ve seen this done’ but instead think critically to problem solve
Analytical Mindset & Continuous Improvement: You use data to guide decisions and improve performance. You’re comfortable measuring what matters — both for your team and your customers — and iterating to drive better results
Qualification
Required
Proven Leadership & Coaching: You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a complex B2B SaaS environment. You know how to deliver clear, actionable feedback, and you build a culture where your team can grow and succeed
Customer-Centricity with an Enterprise Focus: You bring proven experience working with upmarket B2B companies (1,000+ employees) and understand the unique opportunities of enterprise adoption. You ensure customers realize value across their lifecycle and achieve their objectives with Ashby, balancing hands-on support with scalable approaches
Strategic & Operational: You proactively identify opportunities to strengthen how we serve customers — whether through process improvements, new frameworks, or fresh approaches to engagement. You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results
Customer Impact & Product Mastery: You excel at quickly learning and navigating robust, complex products to design programs that improve the customer journey at scale. Your work drives measurable impact across onboarding, adoption, and retention — ensuring customers realize value quickly and sustain success over time
Cross-functional Collaboration: You partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions. You understand when to collaborate, when to escalate, and how to influence outcomes across teams
Innovative & Principled Approach: You proactively address thematic customer opportunities and improve our processes accordingly; you're comfortable leveraging fresh technologies to enhance the efficiency and efficacy of our team. You don't rely on ‘I've seen this done' but instead think critically to problem solve
Analytical Mindset & Continuous Improvement: You use data to guide decisions and improve performance. You're comfortable measuring what matters — both for your team and your customers — and iterating to drive better results
Preferred
You communicate with clarity. You ask precise questions and can distill complex concepts into simple themes
You see your role as both 1) an advocate for the Customer Success team, and 2) the voice of the customer to internal stakeholders so the product roadmap continues to evolve in an optimal direction
You are a strategic problem solver. You thrive at solving complex challenges with principled, scalable solutions
You know process matters. You're eager to improve workflows and operational details that enhance efficiency and consistency
Your peers know you for your follow-through, detail orientation, and pride in strong internal operations
You love to coach. Whether through call shadowing, real-time feedback, or structured development, you see every moment as an opportunity to help your team grow
You get into the weeds. You're energized by diving into the product alongside your team, learning deeply, and modeling the type of engagement we expect from Strategic CSMs
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 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. 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, we offer top-tier health insurance for you and your dependents, with 100% of premiums covered by Ashby. We also offer a 3% 401k match.
Company
Ashby
Ashby develops human resource software to assist companies with hiring and manpower management.
Founded in 2018
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$120.01MKey Investors
Lachy GroomF-PrimeElad Gil
2025-07-22Series D· $50M
2024-06-03Series C· $30M
2022-03-03Series B· $26.51M
Recent News
2025-09-19
2025-09-19
Crunchbase News
2025-09-03
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