Ashby·Europe·22 авг.
Mid-Market Customer Success Manager - EMEA
3 750 – 8 750 €
≈ 377,8 тыс.–881,6 тыс. ₽
🌍 УдалённоБез опытаПолная занятость🌐 Глобал
Платят на 387% выше медианы грейда.
Наша компания
We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are already working with thousands of amazing companies, including Opendoor, Plaid, Airtable, Snyk, Benchling and SalesLoft. We’ve built an incredible team and exceptional product over the past couple of years, and we truly are just getting started. In short, this is the perfect time to join Interview Process Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows: Intro Call with Ashby Recruiting - 30 Minutes Hiring Manager Interview - 45 Minutes Take-Home/Presentation Interview - 45 Minutes Panel Interview - 2 hours Rather than a traditional panel interview with a large group, we structure our panel into a series of smaller conversations. This gives you the opportunity to meet with multiple team members in a more conversational setting focused on specific topics, instead of a formal Q&A. You'll discuss how you approach problem solving, how you work with sales, and dive into a product complexity exercise.
Наши требования
You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies. In this role, you will manage four to eight week implementations, while continuing to deliver value through the customer journey
You’re experienced managing a book of ~60 mid-market customers, exceeding $1.5M in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges
You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work
Мы предлагаем
You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible
10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable
Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it
Twelve weeks of fully paid family leave
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
$100/month education budget with more expensive items (like conferences) covered with manager approval
Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position
Дополнительно
You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You avoid business jargon
You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap delivers value
You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact
You’re energised by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers make sense of them
You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity
⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future
Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates
⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively
️ You're energized by an ever-improving work environment. Our team is growing, and continually iterating on processes - we live by our Operating Principle of "Implement Continuous Improvement"
You are always looking for ways to improve your work through data
You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!
If you tend to thrive with a smaller, more focused book of customers, this role likely isn’t the right fit. Our Mid-Market CSMs typically manage a book of 60+ customers, balancing personalized relationships with efficient, scalable support
You're interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work)
You shine as an exclusively commercial CSM, motivated by variable compensation. While our team's north star metric is revenue retention, we focus on adoption and engagement as our leading indicators. For renewal negotiation and upsell, we have a lovely team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model
You’re afraid of rolling up your sleeves. If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular, or project managing a workflow change for offer approvals feels “beneath you”, this job isn’t going to be for you
Технологии и навыки
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