Customer Success Manager, APAC

About the Role

This position is Ashby’s first Customer Success hire in APAC and will support strategic and high-touch customers across the region. The role combines implementation ownership with ongoing customer success responsibility for a defined portfolio of upmarket accounts.

You will guide customers through the complete journey, from onboarding and implementation to long-term adoption, health monitoring, and value delivery. The work calls for someone who is comfortable with complex, configurable products, enjoys hands-on execution, and can build strong strategic relationships with enterprise stakeholders.

The role is well suited to a person who likes solving complicated problems, shaping new processes in a growing region, and helping customers get the most out of a sophisticated platform.

Customer Success and Account Ownership

• Bring a strong B2B SaaS customer success background, ideally with 5+ years of experience supporting enterprise or strategic customers on complex products and driving adoption and retention outcomes.
• Take full ownership of a strategic APAC customer portfolio, balancing implementation work with ongoing customer success management.
• Develop trusted relationships with multiple stakeholders and proactively manage customer health, risks, and realized value.
• Work closely with Sales, Product, Support, Professional Services, and Operations to ensure a coordinated customer experience across the lifecycle.

Implementation and Project Management

• Lead implementation and onboarding projects from end to end, including defining scope, aligning stakeholders, setting expectations, and tracking milestones.
• Act as the main guide for customers during rollout so they reach value quickly and transition smoothly into steady-state success.
• Be comfortable operating in a remote-first setup and available to travel up to 10% for strategic customer work across APAC.

Product, Technical, and Industry Expertise

• Build deep product and domain knowledge and use it to create practical “aha” moments for customers through tailored configuration, workflows, and training.
• Work confidently with technically complex systems, using curiosity to understand how the platform functions and to troubleshoot issues or changing requirements.
• Advise customers on proven best practices so they can extract maximum value from Ashby.

Change Management and Problem Solving

• Support customers as they adopt new systems, workflows, and ways of working.
• Look for patterns across accounts and use those insights to improve internal processes, implementation methods, and playbooks.
• Use data, signals, and metrics to measure adoption, detect risk, and refine your approach continuously.
• Help define the APAC customer success motion from the ground up, bringing initiative, ownership, and curiosity to a new region.

Why This Role May Be a Fit

• You communicate clearly and can translate complex workflows or technical ideas into simple guidance for different audiences.
• You listen carefully, understand customer needs deeply, and advocate for them internally.
• You enjoy learning powerful, configurable tools and turning that understanding into useful solutions.
• You like coaching and teaching, and you treat each customer interaction as a chance to help them succeed.
• You are detail-oriented, keep work moving, and maintain strong CRM and operational hygiene.
• You are data-driven and use insights to improve results over time.
• You are adaptable and excited to help shape a growing APAC enterprise customer motion.
• Experience as a recruiter, hiring manager, or interviewer can be helpful, though it is not required.

Reasons This Role May Not Be a Fit

• This role is not meant for someone who prefers infrequent, transactional interactions over ongoing customer partnerships.
• It is not focused on purely commercial account management, variable compensation, or renewals and upsell negotiation.
• It may not suit someone who dislikes hands-on execution, detailed configuration, project management, or change management.
• It is not ideal for someone who prefers simple point solutions instead of a deep, highly configurable platform.

About Ashby

Ashby is building a new generation of enterprise software focused on helping talent leaders, recruiters, and hiring managers drive revenue and efficiency through a unified, data-centered talent strategy.

The company is well funded and supported by investors such as Y Combinator, Elad Gil, and Lachy Groom. Its customer base includes thousands of organizations, including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier, among others.

Growth and retention are strong, with tens of millions in ARR, more than 100% year-over-year growth, over 4,000 customers, very low churn, and many years of runway.

Interview Process

• Recruiter screen: 30 minutes
• Hiring manager interview: 45 minutes
• Interview with the implementation team: 30 minutes
• Implementation or customer scenario presentation: 45 to 60 minutes
• Panel interview: approximately 2 hours

Benefits

• 10-year exercise window for stock options, so there is no pressure to exercise immediately after leaving the company.
• Unlimited paid time off, with a recommendation of four weeks per year.
• Generous paid family leave.
• A substantial budget for equipment, software, and office furniture to support productivity and comfort.
• $100 per month education budget, with higher-cost learning expenses such as conferences available with manager approval.

Equal Opportunity and Hiring Notice

Ashby offers equal employment opportunity to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company is committed to building a diverse and inclusive workforce.

The hiring team states that this is an active, existing vacancy. The company may use AI-based tools to assist with recruiting, screening, assessment, and selection for this position.

Compensation

The listed compensation range is A$135,000 to A$189,000.