Manager of High Touch Customer Success

About the Role

As the Manager of High Touch Customer Success, you will play a pivotal role in ensuring our customers have a remarkable experience with Ashby as we continue to scale. You’ll lead — and continue to grow — a team of skilled and tenured CSMs focused on driving adoption, value realization, and long-term partnership post-onboarding.

In this role, you will

• Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success
• Uplevel team performance through 1:1 coaching, skill development, and strong operational rigor
• Drive scalable approaches to customer success, helping the team translate what’s working into repeatable best practices across a large portfolio
• Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle
• Be a key voice in evolving how we deliver consistent, high-quality experiences at scale

Role requirements

• Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product. You know how to foster a culture of empathy, accountability, and continuous growth.
• Customer Journey Expertise: You have deep experience driving adoption, retention, and long-term value realization. You understand how to help customers translate product usage into meaningful business outcomes.
• Operational Mindset: You’ve helped implement and improve team processes, and bring a structured approach to scaling what works. You’re comfortable building systems and playbooks that enable a team to deliver consistently across a large portfolio.
• Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle.
• Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers.
• Data-Driven: You’re comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes.
• Customer-First Thinking: You have a deep understanding of B2B customer needs and a track record of delivering high-quality, thoughtful customer experiences.
• Lifecycle Awareness: You understand the full customer lifecycle, and know how to effectively partner with cross-functional teams to ensure strong handoffs and sustained success.

You’ll Be a Great Fit If You

• You communicate with clarity. You ask thoughtful, precise questions and can distill complex concepts into simple, actionable insights.
• You listen deeply. You act as both an advocate for your team and a strong voice of the customer, ensuring feedback meaningfully shapes internal decisions and product direction.
• You’re a structured problem solver. You tackle complex challenges with thoughtful, scalable solutions—not just one-off fixes.
• You value process and scale. You’re motivated to improve workflows and build systems that increase efficiency and consistency across the team.
• You operate with strong attention to detail. You bring rigor to internal operations and take pride in executing at a high standard.
• You’re a passionate coach. You seek opportunities to develop your team and elevate performance over time.

You Might Not Be a Fit If

• You’re not eager to roll up your sleeves and get into the weeds (e.g. call shadowing isn’t interesting to you).
• You are accustomed to defining ideas and strategies, yet not responsible for their execution.
• You thrive in environments where you lead a simple, established product rather than a dynamic, complex and evolving one.
• You prefer exclusively to build (rather than build, iterate, optimize)
• You have not done this work in a growing SaaS business