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Ashby is hiring a Mid-Market Implementation Specialist to join the Professional Services team within Customer Success. You will manage the end-to-end implementation of Ashby's HR software solution for mid-market and smaller enterprise customers, owning a book of business of 15–20 active implementations at any given time, each lasting 8–10 weeks.
In this role, you will work directly with customers to develop and execute implementation plans that ensure positive customer experience and expedited time to value. You'll be the customer's proactive guide throughout the implementation period, advising on best practices and helping them achieve their desired outcomes with Ashby.
Key responsibilities include:
- Managing and executing end-to-end implementations for mid-market customers
- Defining scope, aligning stakeholders, and communicating project plans
- Keeping teams on track to meet milestones in a remote-first environment
- Building strong customer relationships through high engagement and communication
- Navigating change management processes and helping customers adapt to new systems
- Partnering cross-functionally with Customer Success, Sales, Product, Engineering, and Operations
- Advising customers on best practices to ensure optimal value from the software
- Proactively identifying thematic customer opportunities and improving internal processes
You should demonstrate clear communication, strong listening skills, problem-solving ability, attention to detail, data-driven decision-making, adaptability in fast-paced environments, and a coaching mindset. The role requires technical proficiency with complex, multi-module SaaS systems, understanding of shared configuration and data models, and comfort with analytics, conditional logic, and relational data (Ashby knowledge is a plus but not required).
The company emphasizes a culture of continuous improvement, caring deeply about customers, and small teams with highly talented people. You'll have the opportunity to help shape a new implementation offering and uplevel the overall customer experience. Travel is minimal (<10% for customer engagements).
REQUIREMENTS:
- Extensive experience leading implementation and onboarding projects in high-growth B2B SaaS environments
- Proven ability to define scope, align stakeholders, communicate project plans, and deliver against agreed expectations
- Experience with complex, multi-module SaaS systems and understanding of shared configuration and data models
- Comfort with analytics, conditional logic, and relational data
- Experience navigating change management processes
- Strong customer-centric approach with ability to tailor implementations to specific requirements
- Demonstrated ability to manage 15–20+ simultaneous implementations
- Willingness to travel <10% for customer engagements
- Remote-first work capability
