Startup Customer Success Manager - Americas

Position Overview We are hiring a Startup Customer Success Manager for the US or Canada. This mid-level role requires at least 2 years of full‑time experience as a Startup, Customer Success, Account, or Program Manager. Team The Startup Customer Success Team serves early‑stage customers programmatically, helping them incorporate hiring excellence into their organizations. Responsibilities Our managers create onboarding materials, documentation, and e‑webinars that enable customers to get up and running independently. You will also assist via email and calls when needed, acting as the main point of contact for your book of customers in the shared inbox and on scheduled calls. You will take ownership of medium and large projects core to our team’s operations. Existing projects include: Building an in‑app onboarding experience using Amplitude Creation of a live, foundational webinar series with recorded content Building retention best practices into our engagement with customers that extend beyond just onboarding Required Qualifications 2+ years of customer‑facing experience supporting a complex, rapidly evolving product (examples include tools like Zapier, HubSpot, and Acuity Scheduling). Ability to become a product expert and deliver excellent experiences solving complex challenges. Strong problem‑solving skills, defining scope and creating comprehensive, independent solutions. Meticulous attention to detail and empathy in all communications. Excellent written and verbal communication skills across diverse user groups. Curiosity and eagerness to dig into customer use cases to suggest optimal paths. Ideal Candidate – Do Not Apply If You prefer one‑on‑one engagements rather than a pooled (1:many) customer interaction model. You believe the customer journey ends once onboarding is complete. Problem‑solving and troubleshooting are not appealing to you. You are not comfortable with project work that supports our internal processes. You do not actively speak up about improvements when you spot inefficiencies. Company Structure Ashby Customer Success comprises five teams: Product Support Startup Customer Success High Touch Customer Success Recruiting Operations & Professional Services Contracts Management Interview Process Initial Screen Interview – 20‑30 minutes Hiring Manager Interview – 45 minutes Take Home Assessment – 1 week to complete Panel Interview – 2 hours Onboarding Timeline First 30 days – in‑depth product training; no direct customer contact. First 60 days – shadow peers and take initial customer calls. First 90 days – manage a book of customers and begin exploring ownership areas. Benefits 10‑year exercise window for stock options, without pressure to purchase upon leaving. Unlimited PTO, recommended four weeks per year. Twelve weeks of fully paid family leave in the US (expanding as possible). Generous equipment, software, and office furniture budget. $100/month education budget; conferences covered with manager approval. Top‑notch health insurance for US employees and dependents, fully paid by us. Compensation Range

$80K – $120K

Equal Employment Opportunity Ashby provides equal employment opportunities 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. #J-18808-Ljbffr P2P