Music Evolved Records is hiring a High Touch Customer Success Manager - EST

Prematch is looking for a High Touch Customer Success Manager to join our Americas High Touch team. In this role, you will own the onboarding, training, and ongoing support for Ashby's mid-market segment in the EST timezone. You'll be instrumental in driving customer engagement and retention for a portfolio of approximately 60 accounts.

What You'll Do

• Onboard, train, and support the adoption of Ashby with customers across the EST region.
• Manage a four to eight week implementation process for new customers.
• Manage a book of ~60 mid-market customers, exceeding $1.5MM in total ARR.
• Develop relationships across a broad set of customer stakeholders to drive adoption and retention.
• Become a product and domain expert to enable customers to make the best use of Ashby.
• Create tailored training and product walkthroughs to address specific customer challenges.
• Work closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Provide the voice of the customer to internal stakeholders to inform the product roadmap.
• Craft repeatable processes to allow the go-to-market team to scale.
• Manage internal operations, including real-time CRM updates.

What We're Looking For

• At least two years of customer success experience in B2B SaaS.
• Experience supporting the implementation and adoption of complex technologies.
• Experience managing a book of ~60 mid-market customers.
• Experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Mastery of clear communication; ability to explain complex concepts simply.
• Strong listening skills and ability to represent the voice of the customer.
• Ability to effectively prioritize time across a varied customer book.
• Energized by learning and supporting a complex product; enjoys diving into technical details and advanced configurations.
• Love for teaching and creating learning moments for customers.
• Detail-oriented with pride in internal operations and timely follow-ups.
• Ability to move fast and leverage tools to maximize time.
• Comfortable in an ever-improving, iterative work environment.
• Data-driven approach to improving work.

Nice to Have

• Previous experience as a recruiter, hiring manager, or interviewer.

Team & Environment

You will be part of a team of seven CSMs on the Americas High Touch team, reporting to Beth, Manager of High Touch Customer Success. Our culture emphasizes high-quality work and lives by the operating principle of 'Implement Continuous Improvement'.

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.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Work Mode

This is a global role requiring work in the EST timezone.

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.