Head of Dedicated Customer Success - EMEA

One of my favorite aspects of Ashby is our operating principle of Prioritize Ownership.  There is no greater opportunity to prioritize ownership than to join our team as Ashby’s first EMEA Customer Success leader!  This is a unique and high impact role in which you’ll meaningfully shape our CS function in the region.

In this role, you’ll elevate the customer experience across our EMEA CS team.  You’ll prioritize operational excellence and – when appropriate – programmatic efforts as we continue to move upmarket.  As our first EMEA CS leader, you will collaborate closely with Ashby’s existing CS leadership team, including our Heads of: Strategic, High Touch, and Startup Customer Success, as well as our Professional Services, Support, and Contract Management leaders.

About this role:

As our EMEA Head of Dedicated Customer Success, you will play a pivotal role in ensuring our customers continue to have a remarkable experience with Ashby as we scale. You will lead (and continue to grow) an impressive team of skilled and tenured upmarket CSMs, fine-tuning how we serve our EMEA customers.

You will own the Dedicated CS segment (1:few) for the region, covering our Strategic (bespoke customer engagements) and High Touch (programmatic frameworks with a personal touch) segments.  The majority of customers your team serves align with our Sales Mid-Market and Enterprise segments.

Role requirements:

• Proven Leadership: You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a SaaS environment, bolstering a culture of excellence and empathy.

• Strategic Thinking: You are skilled at understanding and improving the customer journey.  You are keen to build an elevated CS function, ensuring team goals connect to company objectives.

• Regional Expansion Experience: You thrive in first-in-region roles, establishing processes, team structures, and customer engagement models in-market.

• Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

• Innovative & Principled Approach: You don’t just apply past solutions — you critically evaluate and design innovative, first-principles-driven strategies that fit the unique needs of our EMEA customers.

• Analytical Mindset & Continuous Improvement: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience. 

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

• Product Adoption & Customer Lifecycle Engagement: You have programmatic experience improving customer product adoption with the goal of ensuring customer objectives are achieved.  Your initiatives have addressed key stages of the customer lifecycle (such as implementation and onboarding).

You could be a great fit if:

• 📣 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 problem solver. You thrive at solving complex challenges with innovative, scalable solutions.

• ⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.

• 🔍 Your peers describe you as detail oriented. You take pride in internal operations.

• ⚙️ You’re an advocate for the team. We’ll be looking for your help when it comes to defining resourcing and headcount planning.

• 🧑‍🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help teams grow.

You might not be a great fit if:

• You prefer an in-person role over remote.

• You’re not eager to roll up your sleeves and get into the weeds (e.g. call shadowing isn’t interesting to you).

• You are accustomed to defining ideas and strategies, yet not responsible for their execution.

• You thrive in environments where you lead a simple, established product rather tha