Strategic Customer Success Manager, EMEA
Company:Ashby
Location:Europe
Languages:English
Seniority level:Senior, at least five years
Experience:At least five years
Skills:
Cross-functional Team LeadershipBusiness OperationsStrategic ManagementCommunication SkillsAnalytical SkillsCollaborationProblem SolvingAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communicationRelationship buildingProblem-solving skillsCritical thinkingAccount ManagementTeamworkFluency in EnglishActive listeningClient relationship managementRelationship managementResearch skillsChange ManagementCustomer SuccessSaaS
Requirements:
At least five years of customer success experience in B2B SaaS. Experience supporting enterprise customers on complex, configurable products. Experience driving enablement that improves product adoption and long-term customer outcomes. Experience managing a strategic book of enterprise customers (~20 strategic customers, exceeding $2m in total ARR). Experience working closely with cross-functional partners (Sales, Product, Support, Operations). Strong curiosity to explore details and understand how things work. Communicate with precision and clarity, explaining complex topics simply. Be a listener first, understanding customer needs. Thrive in complexity and learn products with depth. Detail-oriented with crisp follow-up emails and accurate CRM updates. Use data to reflect on work, spot risks, and adjust approach.
Responsibilities:
Partner with Ashby’s largest and most complex customers. Drive product adoption, customer health, and long-term value. Develop strong product and domain expertise. Help customers apply Ashby within their hiring workflows. Create 'Ah ha!' moments by tailoring configuration and driving product adoption. Craft training to address customer's specific challenges. Shape how Ashby evolves for enterprise use cases. Iterate on playbooks and share insights into repeatable processes.
