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

Prematch is hiring a High Touch Customer Success Manager to support our mid-market segment. In this role, you will be responsible for onboarding, training, and driving the adoption of Ashby for a book of ~60 mid-market customers, representing over $1.5MM in total ARR. This position is part of our Americas High Touch team and is open to candidates in the PST or MST timezone.

What You'll Do

• Onboard, train, and support the adoption of Ashby with customers across the region.
• Manage a four to eight week implementation process for new customers.
• Develop relationships across a broad set of customer stakeholders to drive adoption and retention.
• Create tailored training and product walkthroughs to address customer-specific challenges.
• Project manage workflow changes and dive into technical details like reports and configurations.
• Work closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
• Drive renewals and craft repeatable processes to scale the go-to-market team.
• Provide the voice of the customer to internal stakeholders to inform the product roadmap.

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.
• Experience becoming a product and industry expert in a previous customer success role.
• Experience working with technically complex products and showing strong curiosity to explore details.
• Mastery of clear communication, asking precise questions and explaining complex concepts simply.
• Ability to effectively prioritize time across a larger book of varied customers.
• Detail-oriented with a focus on crisp, timely follow-ups and real-time CRM updates.
• Ability to move fast and leverage tools and technology to maximize time.

Nice to Have

• 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 and will report to the Manager of High Touch 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.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.

Work Mode

This is a remote position for candidates in the Pacific Standard Time (PST) or Mountain Standard Time (MST) zones.

Prematch 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.