Every is looking for a Sr. Manager, Strategic Customer Success - Americas to lead the Strategic Customer Success segment and define how Ashby serves Enterprise customers. You'll ensure our largest customers have a remarkable experience and achieve meaningful outcomes.
What You'll Do
- Lead our Strategic Customer Success segment and help define how Ashby serves our Enterprise customers.
- Oversee, and continue to grow, a highly skilled team of tenured Strategic CSMs.
- Guide how the team partners with some of our largest and most complex organizations.
- Work alongside High Touch Customer Success leaders, applying programmatic frameworks and curating bespoke engagements.
- Partner with internal stakeholders to advocate for product changes that matter most to sophisticated customers.
- Proactively identify opportunities to strengthen how we serve customers through process improvements, new frameworks, or fresh approaches.
- Drive measurable results across onboarding, adoption, and retention.
- Partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions.
What We're Looking For
- Proven track record of successfully growing, leading and developing high-performing Customer Success Teams in a SaaS environment.
- Proven experience working with large, complex, B2B enterprises (1,000+ employees).
- Ability to give clear, actionable feedback and build a culture where your team can grow and succeed.
- Deep product focus: comfortable getting into the details of the product alongside their team.
- Ability to balance big-picture strategy with hands-on execution.
- Excel at quickly learning and navigating robust, complex products to design programs that improve the customer journey at scale.
- Use data to guide decisions and improve performance.
- Write and speak with precision, ask sharp clarifying questions, and distill complex concepts into simple, actionable themes.
- Take ambiguous problems and turn them into practical, scalable solutions.
- Eager to improve workflows and operational details that enhance efficiency and consistency.
- Detail orientation and pride in strong internal operations.
- Love to coach through call shadowing, real-time feedback, or structured development.
- Energized by diving into the product alongside your team and learning deeply.
Team & Environment
You will lead a highly skilled team of tenured Strategic CSMs, which is part of the Customer Success organization. You'll work alongside High Touch, Startup, Support, Contract Management, and Professional Service leaders, and report to the 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.
- Generous equipment, software, and office furniture budget.
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
Every 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.
