Manager, Startup Customer Success
New
A
AshbySaaS Recruiting
Remote - US; Secondary Locations: Remote - CanadaFull-TimeManager
Salary110,000 - 180,000 USD per year
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Job Details
- Required Skills
- Operations ManagementMentorshipCustomer SuccessSaaS
Requirements
- Experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment
- Understand the customer lifecycle and have helped improve onboarding, adoption, and retention
- Experience with 1:many engagement strategies and balancing dedicated support
- Operational excellence: experience with process quality, internal tools, and execution
- Ability to lead from the front, including inbox reviews, shadowing, and quality checks
- Comfortable using data and metrics to inform decision-making
- Strong communication and problem-solving skills
Responsibilities
- Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes
- Foster team growth through 1:1s, skill-building, and thoughtful feedback
- Support team operations and quality assurance for our shared inbox, live customer engagements, and project work
- Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint
- Collaborate cross-functionally to evolve how Ashby supports its startup customers
- Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap
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