SMB Customer Success Manager

The SMB Customer Success Team at Ashby serves early-stage customers programmatically. These customers are special because they are learning how to build hiring excellence into their growing organizations.

The SMB Customer Success Managers create high-quality onboarding materials, documentation, and e-webinars to enable customers to get up and running independently. They also assist via email and customer calls when needed. This is a mid-level role, requiring at least 2 years of experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager.

You’ll take ownership of a book of customers, serving as the main point of contact in our shared inbox and handling customer calls per SLAs. You’ll also manage medium and large projects, including:

• Building an in-app onboarding experience using Amplitude
• Creating a live, foundational webinar series and recorded content
• Building retention best practices into customer engagement beyond onboarding

Qualifications:

• You have 2+ years of customer-facing experience supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling)
• You enjoy becoming a subject matter and product expert to deliver excellent customer experiences
• You excel at defining problem scope and creating comprehensive solutions independently and collaboratively
• You possess keen attention to detail, ensuring thorough, clear, and empathetic communication
• You have strong written and verbal communication skills for diverse user groups
• You are curious, seeking deeper answers and improving workflows

Not a Fit If:

• You prefer one-on-one customer interactions (this role uses a pooled approach)
• You believe the customer journey ends after onboarding
• You dislike problem-solving or troubleshooting complex challenges
• You don’t enjoy project work or process improvement
• You’re not keen on speaking up about process improvements

About Ashby Customer Success:

Ashby Customer Success includes five teams: Product Support, SMB Customer Success, High Touch Customer Success, Recruiting Operations & Professional Services, and Contracts Management.

Key aspects of working at Ashby:

• Engineering, Product, and Design teams focus on building best-in-class products
• GTM teams prioritize a best-in-class customer experience
• Small, talented teams with the right environment deliver high performance

Interview Process:

• Initial Screen Interview - 20-30 minutes
• Hiring Manager Interview - 45 minutes
• Take Home Assessment - 1 week to complete
• Panel Interview - 2 hours

Onboarding Process:

• Within 30 days: Strong foundation on Ashby product, first accounts assigned
• Within 60 days: Shadow peers, take first customer calls
• Within 90 days: Own a book of customers, explore key areas of ownership

Benefits:

• 10-year exercise window for stock options
• Unlimited PTO with 4 weeks recommended per year
• 12 weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget (with approval for more expensive items)
• Top-notch health insurance for US employees and dependents