Startup Customer Success Manager

About the role

This position supports early-stage companies as they integrate Ashby into their hiring processes. You will empower these growing organizations to build strong recruitment foundations.

Key facts

What you'll do

• Serve as the primary contact for a group of customers, managing inquiries through a shared inbox and responding to calls within service level agreements.
• Lead and contribute to significant projects aimed at improving team operations and customer resources.
• Develop educational content, including documentation and online presentations, to help customers become self-sufficient.

Requirements

• A minimum of 2 years of full-time experience in a customer-facing role such as Startup Customer Success Manager, Account Manager, or Program Manager.
• Demonstrated ability to support a complex and rapidly changing product, akin to tools like Zapier, HubSpot, or Acuity Scheduling.
• A talent for becoming a product expert and assisting customers with intricate challenges, enjoying the process of finding the best solutions.
• Skill in defining problems, mapping out potential solutions, and executing plans with clear reasoning.
• Strong attention to detail in all written and verbal communications, ensuring clarity and empathy.
• Excellent written and verbal communication abilities, effective with diverse user groups.
• A curious mindset, both in understanding customer needs and in developing improvements to internal workflows.

Nice to have

• Experience working with a 1:many customer support model.
• A desire to engage with customers beyond initial onboarding to foster long-term success and best practices.
• Enthusiasm for problem-solving and troubleshooting product features for companies at various stages of growth.
• A proactive approach to identifying and suggesting improvements to processes and practices.

Skills & tools

• Customer relationship management
• Problem-solving
• Project management
• Written and verbal communication
• Product expertise

Practical notes

• Visa sponsorship is not available for this role.
• Travel is not a requirement.
• Benefits include a 10-year exercise window for stock options, unlimited PTO (4 weeks recommended), 12 weeks paid family leave (US), a generous budget for equipment and office supplies, and a $100/month education stipend. US employees receive comprehensive health insurance for themselves and dependents with premiums covered.
• Please note that AI tools may be used in the candidate screening process. Applications will be reviewed via the email address provided in your submission.