SMB Customer Success Manager - Americas

Required

• You enjoy becoming a subject matter and product expert to help deliver excellent experiences when assisting our customers in solving complex challenges. Oftentimes, there will be multiple solutions to any given challenge and you enjoy getting in the weeds with customers to figure out what exactly they need to suggest the best path forward.
• You’re skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively. With a complex product comes complex problems - you are excellent at identifying an issue, mapping multiple paths forward, and taking action based on principled thinking.
• You possess keen attention to detail, ensuring your email and live responses are thorough, clear, and empathetic along the way. Solving the problem is sometimes only half the battle - you are gifted in extracting only the necessary details that our customers or our team members need to solve a problem.
• You are curious—both in addressing customers and creating solutions that improve our workflows. You seek the answers beyond what’s on the surface. Sometimes an answer to a problem may not be obvious at surface level, but you enjoy digging into customer use cases to learn more about their process so you can suggest the best path(s) forward.
• You should not apply if:
• You’d prefer to work one-on-one with a small book of customers. The Startup CS Team at Ashby uses a pooled approach (1:many) to allow us to be agile in customer interactions and ensure they have access to the resources they need when they need them.
• You feel like the customer journey ends once a customer is onboarded. This role may not be right for you if you’re not excited to partner long-term with customers, including ongoing engagement that drives best practices in revenue retention for us and excellent best practices in Ashby for our customers.
• You don’t enjoy problem-solving. Often, we’re called on to assist customers in solving complex challenges that could have multiple solutions. If you don’t like the idea of problem-solving and troubleshooting what feature works best for companies at varying levels of maturity, then this role may not be right for you.
• You don’t like projects. A staple of our Startup Customer Success team is that we’ve developed internal processes that allow us to balance our customer interactions with project work that helps drive positive outcomes for our customers and internal teams.
• You are not keen on speaking up or acting when you see something that could be improved. Our product and internal processes are rapidly changing. This means that we rely heavily on our team members to identify processes/practices that have grown stale and to offer more effective alternatives.
• About Ashby Customer Success
• Ashby Customer Success comprises five teams: