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Ashby is hiring an SMB Customer Success Manager to join a 15-person team spanning the US, Canada, and EMEA. This mid-level role focuses on serving early-stage customers programmatically, helping them build hiring excellence into their growing organizations.
You'll own a book of customers as their primary point of contact, handling email support and customer calls per SLAs. Beyond reactive support, you'll take ownership of medium and large projects core to team operations, such as building in-app onboarding experiences, creating webinar series and recorded content, and embedding retention best practices into customer engagement.
Key responsibilities include creating high-quality onboarding materials and documentation that enable customers to get up and running independently, becoming a subject matter expert on Ashby's complex product, and collaborating with customers to identify problems and map multiple solution paths. You'll work with a pooled (1:many) customer model rather than a small dedicated book, requiring agility and strong communication across diverse user groups—from experienced TA leaders at Series A startups to individuals new to recruiting SaaS.
The role requires at least 2 years of full-time experience as an SMB Customer Success Manager, Account Manager, or Program Manager supporting complex, rapidly evolving products (similar to Zapier, HubSpot, Acuity Scheduling). You should excel at problem-solving, attention to detail, written and verbal communication, and be curious about both customer needs and internal process improvements. The team balances customer interactions with project work that drives positive outcomes. You'll be expected to speak up and act when you identify opportunities for improvement in products and processes.
