Mid-Market Customer Success Manager (Americas)

Role Overview

Join Ashby as a Mid-Market Customer Success Manager (Americas). You will onboard, train, and support customers across the Americas to drive adoption and retention, becoming both a product and domain expert.

Key Missions

• Onboard, train, and support adoption of Ashby for ~60 mid-market customers across the Americas.
• Manage a book of customers exceeding $1.5MM in total ARR, building relationships across multiple stakeholder groups.
• Provide ongoing value through the customer journey, including 4–8 week implementations.
• Represent the voice of the customer internally to help shape product roadmap and ensure continued value delivery.
• Drive renewals and build repeatable processes that scale the go-to-market team.

Responsibilities

• Develop and maintain strong stakeholder relationships.
• Create training and product walkthroughs that deliver “Ah ha!” moments tailored to customer challenges.
• Deliver clear, precise communication and explain complex concepts simply.
• Maintain internal operational excellence (e.g., real-time CRM updates).
• Improve work using data and contribute to continuous improvement.
• Support technically complex implementations and advanced configurations/data workflows.

Requirements

• 2+ years of B2B SaaS customer success experience, including implementation and adoption of complex technologies.
• Ability to manage a mid-market customer book (~60 customers) and drive adoption/retention.
• Experience working with cross-functional stakeholders (Sales, Marketing, Product, Operations).
• Strong curiosity for technical details; ability to teach and tailor training for different audiences.
• Demonstrated mastery of clear communication (no jargon).
• Experience delivering value through the customer journey while owning renewals.

Nice to Have

• Experience as a recruiter, hiring manager, or interviewer.
• Previous experience becoming a product and industry expert within a customer success role.
• Interest in operating with an Implement Continuous Improvement mindset.