Ashby is seeking a Head of High Touch Customer Success to lead our team supporting upper mid-market and lower enterprise customers. In this role, you will be responsible for the strategy and execution of the High Touch CS function, driving long-term customer partnership and elevating the overall experience.

What You'll Do

Lead and coach the Manager of High Touch CS and a team of CSMs supporting customers across onboarding, adoption, and long-term partnership.
Drive process improvements across the customer journey, with a focus on post-onboarding and adoption.
Help evolve how Ashby delivers consistent, high-quality customer experiences at scale.
Serve as a key product advocate, partnering closely with internal teams to champion improvements for customers.
Define resourcing and headcount planning for the team.

What We're Looking For

Experience leading and developing Customer Success Managers in a B2B SaaS environment.
Understanding of the customer lifecycle and experience improving onboarding, adoption, and retention.
Operational mindset with experience implementing and improving team processes.
Comfort partnering with cross-functional teams like Sales, Product, and Support.
Problem-solving orientation with a thoughtful and pragmatic approach.
Comfort using data and metrics to drive decision-making.
Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
Familiarity with key customer lifecycle stages like onboarding and adoption.

Nice to Have

Clear communication skills, able to distill complex concepts into simple themes.
Great listener, acting as an advocate for the CS team and a voice of the customer.
Detail-oriented with pride in internal operations.
Love for coaching and helping teams grow.

Team & Environment

You will be part of the Dedicated CSM leadership team, working alongside Heads of Strategic and EMEA Customer Success, and leaders from Startup CS, Support, Customer Education, and Contract Management. You will report to the Global Head of Dedicated Customer Success.

Benefits & Compensation

10-year exercise window for stock options.
Unlimited PTO with four weeks recommended per year.
Twelve weeks of fully paid family leave in the US.
$100/month education budget with more expensive items (like conferences) covered with manager approval.
Extended health benefits for you and your dependents.
Generous equipment, software, and office furniture budget.

Work Mode

This is a remote position.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.