Strategic Customer Success Manager, EMEA

About this Role

Hi, I’m Loren, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space.

Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment. We’re thrilled to be hiring our next CSM in EMEA as we continue to grow the team.

In this role, you’ll partner with Ashby’s largest and most complex customers, focusing on driving product adoption, customer health, and long-term value. You’ll help shape how we support a diverse set of enterprise customers, from high-growth teams to public companies.

Ashby is powerful and highly configurable, requiring depth of understanding. You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.

Role Requirements

• You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting enterprise customers on complex, configurable products, and driving enablement that improves product adoption and long-term customer outcomes.
• You're excited to own a strategic book of enterprise customers ~20 strategic customers, exceeding $2m in total ARR. You consistently improve the quality of strategic partnerships through multi-threaded relationships and proactive ownership of customer health.
• You have experience working closely with cross-functional partners across Sales, Product, Support, and Operations, aligning communication across stakeholder groups to deliver cohesive customer outcomes.
• You love becoming a product and industry expert. You create ‘Ah ha!’ moments by tailoring configuration, driving product adoption, and crafting training to address a customer’s specific challenges so they achieve their intended business outcomes.
• You’ve worked with technically complex products and show strong curiosity to explore details and understand how things work, enabling you to anticipate risk patterns and proactively support customers through evolving workflows and requirements.

You Should Apply If

• 📣 You communicate with precision and clarity. You can take something complex (like a multi-layered report or a nuanced workflow) and explain it simply and confidently to a range of stakeholders..
• 🎧 You are a listener first. You seek to understand what customers actually need and then advocate for them internally to shape how Ashby evolves for enterprise use cases.
• ⚙️You thrive in complexity. Ashby is powerful and highly configurable; you’re energized by learning a product with depth, and you can translate that knowledge into practical, creative solutions for your customers.
• 🧑‍🏫 You’re excited to help shape a new segment. Our Strategic customer motion is still evolving; you’ll be iterating on playbooks, learning and sharing what works, and turning those insights into repeatable processes for the team.
• 🔍 Your peers describe you as detail oriented. You send crisp follow-up emails, on time. You take pride in internal operations, including timely and accurate CRM updates.
• 📊 You are always looking for ways to improve your work through data. You use signals and insights to reflect on what’s working, spot risks, and adjust your approach.
• 👥You may have been a recruiter, hiring manager, or interviewer before. That experience helps you quickly connect Ashby’s workflows to real-world hiring problems (though it’s not required).

Why you shouldn’t apply

• You prefer managing a broad book of business (if so, see our High Touch or Startup roles).You prefer managing a broad, high-volume book of business rather than owning a smaller set of strategic, high-context customer relationships.
• You're interested in managing customer accounts with infrequent and well-defined touchpoints, instead of adaptive, ongoing partnerships required for strategic partnerships.
• You shine as an exclusively commercial CSM, motivated by variable compensation. While our team's north star metric is revenue retention, we focus on adoption and engagement as leading indicators. For renewal negotiation and upsell, we have a remarkable team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model.
• You’re not excited by getting into the details. If diving into reporting nuances, workflow configuration, or hands-on change management with customers feels too granular or operational, this role likely isn’t the right fit.