About the job
Director of Strategic Customer Success
Greetings, I'm Casey — the Head of Dedicated Customer Success at Ashby. My focus is on enhancing the experience for our upmarket clients in the Strategic and High Touch segments. One of the standout qualities of Ashby is our commitment to Continuous Improvement, paired with our deep care for our customers. We constantly ask ourselves, 'What innovative approaches can we adopt to enhance our services?' This motivates me to recruit a talented Director of Strategic Customer Success! In this role, you’ll have the chance to elevate customer experiences, collaborating closely with leaders from High Touch, Startup, Support, Contract Management, and Professional Services.
Ashby is experiencing remarkable growth, fueled by our All-in-One solution that is not only powerful and user-friendly but also consolidates multiple tools (ATS, scheduling, analytics, sourcing, and CRM) into one platform. With thousands of clients, including prominent names like Shopify and Snowflake, our growth and retention rates are unparalleled in the industry: we boast tens of millions in Annual Recurring Revenue (ARR), exceeding 100% year-over-year growth, and maintaining an impressively low churn rate.
About this position:
As the Director of Strategic Customer Success, you will spearhead our Strategic Customer Success division, shaping how Ashby serves our Enterprise clients. This role is critical for ensuring that as we expand into the upper market, our customers consistently receive exceptional service. You’ll lead and further develop a highly skilled team of seasoned Strategic Customer Success Managers, guiding them in their partnerships with some of our most sophisticated clients.
You will collaborate with our High Touch Customer Success leaders to implement effective programmatic frameworks while also creating customized engagements for Enterprise clients who need a more personalized approach.
Success in this role demands a strong focus on our product: we seek a leader who is willing to delve into the product details alongside the team and work with internal stakeholders to push for the product changes that are most impactful.
In essence, you will redefine how Strategic Customer Success operates at Ashby, ensuring our largest clients achieve significant results through our platform.
Key Qualifications:
Demonstrated Leadership & Coaching Experience: You possess a proven history of successfully cultivating, leading, and mentoring high-performing Customer Success teams.
Strategic Thinker: You have a knack for developing innovative strategies that enhance customer relationships and drive success.
Strong Communication Skills: Your ability to communicate effectively with both clients and internal teams is exceptional.
Product Knowledge: You are passionate about our product and can advocate for necessary enhancements to improve customer experiences.
Results-Oriented: You are focused on achieving measurable outcomes and ensuring customer satisfaction.

