At a Glance
- Tasks: Guide top customers to enhance product adoption and customer health.
- Company: Join Ashby, a fast-growing recruiting software company backed by top investors.
- Benefits: Enjoy unlimited PTO, a generous education budget, and stock options with a 10-year exercise window.
- Other info: Embrace a culture of high-quality work and continuous improvement.
- Why this job: Be part of a passionate team shaping exceptional customer experiences in a dynamic environment.
- Qualifications: 5+ years in B2B SaaS customer success, adept at managing enterprise accounts.
The predicted salary is between 36000 - 60000 £ per year.
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This range is provided by Ashby. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Hi, I’m Casey, and I’m the Global Head of Dedicated Customer Success at Ashby. Our team is passionate about shaping an exceptional customer experience across our Enterprise customers. We’re building the next generation of recruiting software and we’re starting with a suite of products that helps talent leaders, recruiters, and hiring managers run an efficient and data-driven hiring process.
We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier. Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, very low churn, and many years of runway. We’ll share more details once we meet. In short, it\'s the perfect time to join!
About This Role
Our team is passionate about shaping and scaling an exceptional strategic customer experience across our Enterprise Segment. I\'m thrilled to be hiring our next Strategic CSM in EMEA.
In this role, you\'ll guide Ashby\'s biggest customers - focusing on improved product adoption and increased customer health. You will shape how we serve customers ranging from high growth organizations to public companies.
Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert to enable our customers to make the best use of Ashby as they aim to drive hiring excellence.
Role Requirements
- You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting the implementation and adoption of complex technologies.
- You have managed varying sizes of customers and books of business in the enterprise segment.
- You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
- You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring trainings and product walkthroughs to address a customer’s specific challenges.
- You\'re a clear communicator. You ask questions with precision and can explain complex concepts in simple terms. You thrive presenting to executive stakeholders and early career individual contributors alike.
- You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value. You excel at deep discovery and are adept at navigating nuance to secure better understanding.
- You love to teach and consult. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter who is new to SaaS tools, you see every teaching moment as an opportunity. You love exploring business outcomes with stakeholders and help consult on process change to achieve those outcomes.
- Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates.
- ️ You move fast. You leverage tools and technology to maximize your time. You are at home operating as the CEO of your book of business.
- You are always looking for ways to improve your work through data.
- You prefer managing a broad book of business (this role is the epitome of 1:few)
- You\'re interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work)
- 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 our leading indicators. For renewal negotiation and upsell, we have an excellent 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 Management model.
- You’re afraid of rolling up your sleeves. If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular, this job isn’t going to be for you.
Role
Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:
- Intro Call with Ashby Recruiting - 30 Minutes
- Hiring Manager Interview - 45 Minutes
- Mock Customer Call - 45 Minutes
- Virtual Onsite - 2 hours
- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it
- Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
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#J-18808-LjbffrStrategic Customer Success Manager - UK employer: Ashby
At Ashby, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and well-being. As a Strategic Customer Success Manager in London, you'll benefit from unlimited PTO, a generous education budget, and the opportunity to work with cutting-edge technology while supporting some of the most innovative companies in the world. Join us to be part of a passionate team dedicated to delivering exceptional customer experiences and driving meaningful impact in the recruitment software space.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager - UK
✨Tip Number 1
Familiarise yourself with Ashby's products and services. Understanding the nuances of their recruiting software will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of Ashby on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview process.
✨Tip Number 3
Prepare for the mock customer call by practising how to tailor your communication style to different audiences. Since the role involves presenting to both executives and new users, showcasing your adaptability will be key.
✨Tip Number 4
Research best practices in customer success management, especially in B2B SaaS environments. Being able to discuss industry trends and how they relate to Ashby's goals will set you apart as a knowledgeable candidate.
We think you need these skills to ace Strategic Customer Success Manager - UK
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant experience in customer success, particularly in B2B SaaS. Emphasise your track record of managing enterprise customers and any specific achievements that demonstrate your ability to drive product adoption.
Craft a Compelling Cover Letter:Use your cover letter to showcase your passion for customer success and how your skills align with Ashby's mission. Mention specific experiences where you've improved customer health or facilitated product adoption, and express your enthusiasm for the role.
Showcase Communication Skills:In your application, highlight examples of how you've effectively communicated complex concepts to various stakeholders. This could include presentations to executives or training sessions for new users, demonstrating your ability to adapt your communication style.
Prepare for the Interview Process:Familiarise yourself with Ashby's products and the challenges faced by their customers. Be ready to discuss how you would approach a mock customer call and provide insights on improving customer engagement based on your previous experiences.
How to prepare for a job interview at Ashby
✨Understand the Product Inside Out
Before your interview, make sure you have a solid understanding of Ashby's products and how they benefit customers. Familiarise yourself with the features and functionalities, as well as any recent updates or case studies that highlight successful implementations.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific scenarios related to customer success. Prepare examples from your past experience where you've successfully managed customer relationships, improved product adoption, or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Skills
As a Strategic Customer Success Manager, clear communication is key. Practice explaining complex concepts in simple terms, and be ready to demonstrate your ability to tailor your message to different audiences, from executives to new users. This will show your versatility and understanding of customer needs.
✨Emphasise Your Listening Skills
Highlight your ability to listen actively and provide the voice of the customer to internal teams. Be prepared to discuss how you've gathered feedback from customers in the past and how you've used that information to influence product development or improve service delivery.
