Job Description
👋 Hi, I’m Jared — Head of Startup Customer Success at Ashby. Over the past few years, I’ve had the privilege of growing our Startup CS team with thoughtful, process-oriented, and customer-obsessed CSMs. Today, we’re a team of fourteen spanning across the US and EMEA. As we scale, I’m looking for a Manager to partner with me on day-to-day leadership and help drive our broader strategic initiatives within our segment. If you’re excited by the idea of supporting a team that operates at the intersection of high-quality support, scalable programs, and startup customer impact, I’d love to speak with you. About the Role As the Manager of Startup Customer Success, you’ll help lead a team of about 7 CSMs who support Ashby’s early-stage customers. Our Startup segment is special; we work with fast-moving founders and hiring teams who are often learning both how to use Ashby and how to build great recruiting habits. The team’s mission is to help them do both, through a combination of scalable onboarding, proactive enablement, and thoughtful human touch. You’ll be responsible for coaching and developing our CSMs, scaling effective practices, and ensuring our customers get the right help at the right time. You’ll partner closely with leaders from our Support, Contract Management, and High Touch Customer Success teams to deliver an excellent and consistent customer experience. As Manager of Startup Customer Success, you’ll: Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes Foster team growth through 1:1s, skill-building, and thoughtful feedback Support team operations and quality assurance for our shared inbox, live customer engagements, and project work Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint Collaborate cross-functionally to evolve how Ashby supports its startup customers Represent the Startup CS perspective in internal
