Mid-Market Customer Success Manager - EMEA

ABOUT THIS ROLE Hi, Denise https://www.linkedin.com/in/deniseeures/ here and I am the Head of Mid-Market Customer Success at Ashby 👋. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth start ups to public companies. As a member of our Customer Success team, you will help us continue to grow our High Touch Mid-Market Customer Success function. In this role, you'll implement, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team. Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence. Role Requirements: - You have a strong track record of Customer Success experience in B2B SaaS (at least two years), supporting customers through the adoption and long-term optimization of complex technologies. You enjoy building trusted partnerships with customers and helping them realize measurable value throughout the customer lifecycle. - 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. You Should Apply If: - 📣 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. - 🔍 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. Why you shouldn’t apply: - 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. ABOUT ASHBY 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: https://www.ashbyhq.com/%EF%BF%BC%EF%BF%BCWehttps://www.ashbyhq.com/. 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 few years, and we are truly 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 - 1 h