Manager of Strategic Customer Success
A
AshbyHR technology
Location: Remote - US; Secondary Locations: Remote - CanadaFull-TimeManager
Salary$170K - $230K; $170K – $230K • Offers Equity • Multiple Ranges; US Average: OTE $170K – $200K • Offers Equity; SF/NY: OTE $195K – $230K • Offers Equity; CAD: OTE CA$170K – CA$200K • Offers Equity
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Job Details
- Experience
- You have not spent the last few years leading an upmarket Customer Success team in a growing B2B SaaS business.
- Required Skills
- Customer SuccessSaaSCoaching
Requirements
- Have experience leading and developing Customer Success Managers in a SaaS environment.
- Have spent the last few years leading an upmarket Customer Success team in a growing B2B SaaS business.
- Understand the enterprise customer lifecycle and ways to improve onboarding, adoption, and retention.
- Have worked with enterprise customers and scaled their use cases as complexity grows.
- Be able to engage with product technical details and coach teams supporting a technically complex product.
- Have implemented or improved team processes and workflows.
- Be comfortable partnering cross-functionally with teams such as Sales, Product, and Support.
- Use data and metrics to inform decisions and improve team and customer experience.
- Understand B2B customer needs and the full customer lifecycle, including handoffs and sustained success.
- Communicate clearly, distill complex concepts, and ask precise clarifying questions.
Responsibilities
- Lead and coach Customer Success Managers who serve as primary customer contacts after onboarding and throughout the partnership.
- Improve team performance through one-to-one coaching, skill development, and operational rigor.
- Drive process optimization across the customer journey, particularly adoption and optimization.
- Advocate for the Customer Success team across Product, Support, Sales, RevOps, and Contract Management.
- Balance scalable processes with bespoke experiences for complex customers.
- Help evolve how the company delivers consistent outcomes for enterprise customers.
- Work alongside direct reports on call shadowing, hands-on troubleshooting, and technical customer solutions.
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