Customer Success Manager

About the role

Ashby is seeking its first Customer Success Manager based in Australia to lead the implementation and lifecycle management for our APAC enterprise clients. You will act as both an implementation specialist and a long-term partner, guiding customers through onboarding and ongoing product adoption.

Key facts

What you'll do

• Manage the end-to-end customer journey, from initial implementation to long-term value realization.
• Define project scopes, align stakeholders, and track milestones to ensure successful onboarding.
• Configure the Ashby platform to meet specific customer hiring workflows and requirements.
• Serve as the primary point of contact for strategic APAC accounts, monitoring health and mitigating risks.
• Collaborate with internal teams including Product, Sales, Support, and Operations to refine regional playbooks.
• Travel up to 10 percent of the time for strategic in-person customer engagements.

Requirements

• 5+ years of experience in B2B SaaS Customer Success, specifically supporting enterprise or strategic accounts.
• Proven track record of managing complex, highly configurable products.
• Experience leading end-to-end implementation and onboarding projects.
• Ability to manage change and guide customers through new system adoption.
• Strong data analysis skills to identify trends, assess adoption, and improve customer outcomes.
• Excellent communication skills with the ability to explain technical concepts to diverse stakeholders.

Nice to have

• Prior professional experience as a recruiter, hiring manager, or interviewer.

Skills & tools

• Project management and implementation planning
• Enterprise software configuration
• Change management methodologies
• CRM hygiene and internal operations
• Data-driven health monitoring and risk assessment

Practical notes

• Benefits include a 10-year exercise window for stock options, unlimited PTO with a 4-week annual recommendation, paid family leave, and a monthly education budget.
• The company provides a budget for equipment, software, and office furniture.
• The interview process consists of a recruiter screen, hiring manager interview, implementation team interview, a scenario presentation, and a final panel interview.
• Ashby utilizes AI-driven tools to assist in the candidate screening and selection process.