Manager of Customer Success - Mid Market

Hi, I’m Denise — Head of High Touch Customer Success at Ashby. One of our core principles is “Care Deeply About Our Customers,” and we hire people who are energized by helping customers succeed and delivering high-quality experiences. That’s why I’m excited to be hiring a Manager of Customer Success - Mid Market. In this role, you’ll elevate the customer experience by coaching and developing a team of CSMs, while also helping them operate effectively at scale. Each CSM manages a large book of business (~60 customers), so a key part of this role is identifying what’s working, turning it into repeatable best practices, and building systems that allow the team to deliver consistently strong outcomes across many customers. You’ll partner closely with other leaders across High Touch CS, Startup CS, Implementation, as well as Support and Contract Management. About the Role As the Manager of High Touch Customer Success, you will play a pivotal role in ensuring our customers have a remarkable experience with Ashby as we continue to scale. You’ll lead — and continue to grow — a team of skilled and tenured CSMs focused on driving adoption, value realization, and long-term partnership post-onboarding. In this role, you will: Lead and coach a team of CSMs who partner with customers across adoption, optimization, and ongoing success Uplevel team performance through 1:1 coaching, skill [... source excerpt omitted ...] eam translate what’s working into repeatable best practices across a large portfolio Partner closely with Implementation, Support, and cross-functional teams to ensure a seamless customer experience across the lifecycle Be a key voice in evolving how we deliver consistent, high-quality experiences at scale Role requirements: Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product. You know how to foster a culture of empathy, accountability, and continuous growth. Customer Journey Expertise: You have deep experience driving adoption, retention, and long-term value realization. You unde [... source excerpt omitted ...] sistently across a large portfolio. Cross-functional Collaboration: You’re comfortable partnering with teams like Implementation, Sales, Product, and Support to ensure a seamless customer experience across the lifecycle. Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the evolving needs of your team and customers. Data-Driven: You’re comfortable using data and metrics to inform decisions, identify trends, and continuously improve both team performance and customer outcomes. Customer-First Thinking: You have a deep understanding of B2B customer needs and a track record of delivering high-q