Startup Customer Success Manager - Americas

Role Overview

Join Ashby as a Startup Customer Success Manager within our Americas team, working onsite in Canada. You'll be part of a dedicated team supporting early-stage customers as they integrate our platform to build strong hiring processes. This role blends customer interaction, onboarding, and project management.

Key Responsibilities

You'll maintain ownership of a portfolio of customers, acting as their primary contact through shared communication channels and scheduled calls. Additionally, you'll manage medium and large-scale projects essential to team operations, such as developing an in-app onboarding system with Amplitude, creating foundational webinar content, and enhancing customer retention strategies beyond onboarding.

Candidate Profile

Ideal candidates have at least two years of direct experience in customer success, account management, or program management, specifically with complex, evolving SaaS products similar in complexity to Zapier or HubSpot. You thrive on deep product expertise, enjoy creating tailored solutions for diverse customer challenges, and have excellent communication and attention to detail. You're proactive in identifying and addressing areas for improvement and comfortable balancing direct customer support with team projects.

About the Customer Success Team and Work Culture

Ashby's Customer Success encompasses five specialized teams focused on product support, startup engagement, high-touch client management, recruiting operations, and contracts. Our small, talented groups collaborate closely with Engineering, Product, and Design teams to deliver superior products and customer experiences. We emphasize agility, expertise, and continuous improvement.

Recruitment and Onboarding Process

• Initial screening interview (20-30 minutes)
• Hiring manager interview (45 minutes)
• Take-home assessment (one week)
• Panel interview (2 hours)

During your first 30 days, you'll immerse yourself in learning the Ashby platform without direct customer contact. By 60 days, you’ll start shadowing calls, and by 90 days, you will manage your own customer portfolio and take on key responsibilities.

Compensation & Benefits

• Salary range between $80,000 and $138,000 USD per year
• Ten-year exercise window for stock options allowing flexibility on purchase timing
• Unlimited paid time off with a recommendation of four weeks annually
• 12 weeks of fully paid family leave available in the US; plans to extend globally
• Generous budget for equipment, software, and office furnishings
• $100 monthly education allowance with potential for additional conference funding
• Comprehensive health insurance coverage for US-based employees and dependents, fully funded by Ashby

Equal Opportunity and Hiring Transparency

Ashby is an equal opportunity employer committed to diversity and inclusion across race, gender, age, disability, and other backgrounds. Our hiring process is transparent and may incorporate AI tools to ensure fairness and efficiency.