Sr. Manager, High Touch Customer Success

👋 Hi, I’m Casey — Head of Dedicated Customer Success at Ashby; I look after our upmarket customers in the Strategic and High Touch segments. One of my favorite aspects of Ashby is our operating principle of Continuous Improvement. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering ‘what is a better way to accomplish this’. That’s why I am thrilled to be hiring a Senior Manager of High Touch Customer Success In this role, you’ll have the opportunity to elevate the customer experience to the next level, working alongside our Strategic, Startup, Support, Contract Management, and Professional Service leaders.

About the Role

As Senior Manager, you’ll play a pivotal role in shaping how Ashby supports our upper Mid Market and lower Enterprise customers as we continue to scale. You’ll lead the High Touch CS function — overseeing a talented team of CSMs and managing the current Manager of High Touch CS (a recent internal promotion). Together, you’ll ensure every customer experience reflects Ashby’s high standards of partnership, product expertise, and strategic impact.

You’ll own both strategy and execution: refining how we deliver consistent, high-quality experiences across onboarding, adoption, and long-term success. You’ll drive process improvements, particularly post-onboarding, to ensure customers realize full value from Ashby. And as a key product advocate, you’ll work closely with Product, Sales, and Customer Education to champion improvements that best serve our High Touch customer base.

The ideal candidate is deeply product-oriented — someone who enjoys getting into the details alongside their team, understands how customers use Ashby day-to-day, and can translate customer needs into actionable product and process improvements.

We have open jobs posted to lead different segments within customer success, High Touch and Strategic. Please read the job description carefully and only apply to one, the role that suits your skills best. You know your skillset better than us! If during an interview we think there is stronger alignment for the other segment, we'll let you know then.

Role requirements:

• Proven Leadership & Coaching: You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a SaaS environment. You know how to give clear, actionable feedback, and you build a culture where your team can grow and succeed.

• Strategic & Operational Excellence: You proactively identify opportunities to strengthen how we serve customers — bringing structure, clarity, and scalability to the way our team operates. You balance big-picture strategy with hands-on execution, driving process improvements and frameworks that deliver measurable results.

• Customer Impact & Product Mastery: You excel at quickly learning and navigating robust, complex products to design programs that improve the customer journey at scale. Your work drives measurable impact across onboarding, adoption, and retention — ensuring customers realize value quickly and sustain success over time.

• Cross-functional Collaboration: You partner effectively with Sales, Product, Engineering, and Operations to align on customer needs and deliver solutions. You understand when to escalate, when to collaborate, and how to influence outcomes across teams.

• Innovative & Principled Approach: You proactively address thematic customer opportunities and improve our processes accordingly; you’re comfortable leveraging cutting edge technologies to enhance the efficiency and efficacy of our team. You don’t rely on ‘I’ve seen this done’ but instead think critically to problem solve.

• Analytical Mindset & Continuous Improvement: You use data to guide decisions and improve performance. You’re comfortable measuring what matters — both for your team and your customers — and iterating to drive better results.

• Customer-First Thinking: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.

You’ll Be a Great Fit If You:

• 📣 You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes.

• 🎧 You are a great listener. You see your role as 1) Advocate for the Customer Success Team as well as 2) Voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to evolve.

• 📈 You are a