Customer Success Enablement Manager

About Ashby

• We are developing cutting-edge enterprise software focused on empowering talent leaders, recruiters, and managers to achieve hiring excellence.
• With a recently completed Series D funding round, we are experiencing over 100% year-over-year annual recurring revenue growth.
• Our client base exceeds 3,000, including companies like OpenAI, Ramp, Deliveroo, Notion, and Reddit.
• We have designed multiple products that support both land-and-expand strategies and securing significant new business.
• Our upward market momentum continues robustly, and AI features are embedded throughout our platform.
• We are recognized for our rapid innovation cycle and strong analytics capabilities.

Role Overview

The Customer Success Enablement Manager plays a pivotal role partnering with Customer Success teams, Implementation Specialists, Contract Management, and Professional Services to empower them with the necessary skills, knowledge, and tools to deliver outstanding customer results. Reporting to the Head of Revenue Enablement, you will design and implement programs that accelerate onboarding for Customer Success Managers and Professional Services, strengthen customer engagement practices, and ensure leaders and teams are consistently prepared to foster retention and growth.

This hands-on position offers high visibility and requires close collaboration with Customer Success Leadership, Professional Services, Implementation groups, and cross-functional partners such as Product Marketing and Revenue Operations. Success metrics include knowledgeable, well-prepared teams, improved renewal and expansion execution, and adoption of strategic playbooks like the Customer Outcomes Framework supporting Ashby's growth trajectory.

Key Responsibilities

• Forge strong partnerships with CS leaders to understand priorities, identify gaps, and design enablement initiatives that align with business goals such as net revenue retention (NRR), expansion, and customer satisfaction.
• Develop and curate tailored learning programs, playbooks, and frameworks focusing on critical Customer Success Manager skills like value discovery, partnership reviews, and renewal discussions.
• Manage onboarding programs for new hires in Customer Success, Implementation, and Professional Services to accelerate readiness and confidence in customer engagements, expanding over time to support Contract Management and Support functions.
• Oversee enablement tools and systems including learning management systems (LMS), content libraries, and call resource hubs; integrate AI-driven technologies to support ongoing learning and real-time customer interactions.
• Thrive in a fast-paced SaaS environment by scaling skill reinforcement through certifications, peer learning, and scenario-based practice to ensure sustainability of enablement efforts.
• Partner with Customer Success Operations to measure program effectiveness by linking enablement activities to business outcomes such as ramp speed, improving NRR, and increasing expansion rates; continuously refine programs using data and qualitative feedback.
• Demonstrate organizational skills and attention to detail managing multiple initiatives simultaneously; combine strategic program planning with active delivery and training facilitation.

Responsibilities Outside Scope

• Technical enablement of Ashby’s product is collaborative but will not be your ownership.
• You will assist with competitive intelligence efforts but will not serve as the primary expert.

Ideal Candidate Attributes

• Strong passion for enabling Customer Success teams to achieve measurable business outcomes through their expertise.
• Experience building scalable programs that impact customer retention and expansion.
• Enjoy cross-functional collaboration and building trust with leadership and frontline teams.
• Operational excellence with clear execution and communication skills.
• Comfortable both designing programs and actively reinforcing them with teams.

Potential Challenges

• Limited interest in live training including facilitation and role playing.
• Preference for content creation without enforcement or impact measurement.
• Need for large teams or advanced infrastructure to excel, as this is a lean, hands-on role.
• Discomfort with thorough documentation or systematizing in an async-first culture.

Company Culture and Philosophy

• Prioritize differentiated products that ease sales and offer sustainable competitive advantages.
• Deliver well-prepared, industry-savvy customer experiences consistently.
• Focus on small, talented teams with strong work environments for better performance rather than large headcount.
• Emphasize ownership, principled decision-making over experience, and clear communication.

Benefits

• Time and support to deliver high-quality work without quick fixes, balanced with urgency and precision.
• Competitive salary plus equity with a 10-year stock option exercise window.
• Flexible, unlimited paid time off; recommended four weeks annually.
• Generous family leave policies, currently 12 weeks fully paid in the US with plans to expand globally.
• Substantial budgets for equipment, software, and office furniture for productivity and comfort.
• $100 monthly education stipend with approval available for larger investments like conferences.

Equal Opportunity and Hiring Transparency

Ashby is an equal opportunity employer committed to inclusive hiring regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or expression. We strive for diversity and welcome applicants from all backgrounds. Our recruitment process is fair and transparent, and we may leverage AI tools to assist in candidate screening and selection.

Compensation

The salary range for this position is approximately $160,000 to $218,500 annually.