Mid-Market Customer Success Manager - EMEA Remote

About the Role

We are excited to announce an opening for a Mid-Market Customer Success Manager - EMEA Remote to join our dynamic team at Ashby. As a Customer Success Manager, you will play a pivotal role in shaping and scaling a high-touch customer experience across the mid-market segment. This position is perfect for someone passionate about customer success and eager to help our clients maximize their use of our innovative SaaS solutions.

What You'll Do

• Lead the implementation and adoption of Ashby for mid-market customers, ensuring they derive maximum value from our platform.
• Manage a portfolio of approximately 60 mid-market customers, exceeding $1.5M in total ARR, and develop strong relationships with key stakeholders.
• Collaborate with cross-functional teams, including Sales, Marketing, Product, and Operations, to enhance customer experience and drive product adoption.
• Become a product and domain expert, providing tailored training and support to address specific customer challenges.
• Utilize data-driven insights to improve customer workflows and drive continuous improvement in customer satisfaction.
• Facilitate 'Ah ha!' moments for customers by simplifying complex concepts and demonstrating product capabilities.
• Act as the voice of the customer, relaying feedback to internal teams to inform product development and enhancements.
• Develop repeatable processes that will allow our go-to-market team to scale effectively.

Requirements

• Minimum of 2 years of experience in customer success within a B2B SaaS environment.
• Proven track record of managing complex implementations and customer relationships.
• Strong communication skills, with the ability to convey complex ideas in simple terms.
• Experience working with cross-functional teams and managing a diverse customer base.
• Detail-oriented with a passion for continuous improvement and operational excellence.
• A background in recruiting or hiring is a plus, but not required.

Nice to Have

• Experience with technically complex products and a curiosity to explore product details.
• Previous experience in a customer success role, demonstrating a passion for helping customers succeed.
• Familiarity with data workflows and advanced configurations.

What We Offer

• Unlimited PTO, encouraging a healthy work-life balance.
• Generous equipment and software budget to ensure you have what you need to succeed.
• $100/month education budget for professional development.
• Twelve weeks of fully paid family leave.
• A supportive and inclusive work environment that values diversity.
• Opportunity to work with a well-funded startup backed by top investors.