Hello! I’m Jared 👋 I joined Ashby four years ago as the first member of the Startup Customer Success team. Since then, I have been a part of building out the onboarding and success functions across our entire startup segment. Today, we’re a team of fifteen spanning across the US and EMEA. I am so excited to be hiring another Startup Customer Success Manager in the European Region 🎉. Our Startup Customer Success Team serves our early-stage customers programmatically. These customers are special to us because they aren’t just learning our software; they are learning how to build hiring excellence into the DNA of their growing organizations. Our Startup Customer Success Managers create high-quality onboarding materials, documentation, and e-webinars that enable our customers to get up and running independently. They also jump in to assist via email and customer calls when needed. This is a mid-level role, so we require at least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager. In this role, you’ll take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs. You’ll also take ownership of medium and large projects that are core to our team’s operations. Existing projects our team has taken on include:
Building an in-app onboarding experience using Amplitude
Curating an onboarding e-webinar experience
Building retention best practices into our engagement with customers that extend well beyond just onboarding
Ashby Customer Success comprises five teams:
Product Support
Startup Customer Success
High Touch Customer Success
Recruiting Operations & Professional Services
Contracts Management
Here are a few points that should give you an idea of what it is like to work with us:
Our Engineering, Product, and Design teams spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. - As they do that, our GTM teams spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. - We strongly believe small teams with talented people and the right work environment deliver much better performance than large head counts. ## Interview Process
Our interview process is thorough — we aim to ensure each person joining the team is the right fit for Ashby and will provide ample information to assess if Ashby is the right fit for you. The process for this role is as follows:
Recruiter Screen with Talent Acquisition Team - 30 minutes
Hiring Manager Interview - 60 minutes
Take Home Assessment - 1 week to complete
Panel Interview - 2 hours 15 minutes
Onboarding Process
Ashby is a highly complex product, and we invest a lot of time in ensuring our team members are experts on the platform. Your first 30 days will be largely focused on learning the finer points of the products; you may not respond directly to a customer in that time but don’t worry, you’ll be plenty busy learning! - Within your first 30 days, you’ll have a strong foundation on the Ashby product and will have your first accounts assigned to you. - Within your first 60 days, you’ll shadow your peers and take your first customer calls. - Within your first 90 days, you’ll have a book of customers, and we’ll start to explore key areas of ownership for you. ## Benefits
10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. - Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅. - Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! - $100/month education budget with more expensive items (like conferences) covered with manager approval. Ashby’s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. If you’ve read this far, thank you, and I hope this all excites you enough to complete an application! Please note that we’ll contact you via your application's email address to keep things fair. Reaching out through other platforms will not change the priority of your application. Whether we move forward together or not, I wish you all the best in your job search! 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. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.
