Startup Customer Success Manager (Americas)

Role Overview

As a Startup Customer Success Manager (Americas) at Ashby, you’ll serve as the main point of contact for early-stage customers. You’ll help customers onboard, achieve success with the platform, and own medium-to-large customer projects.

Key Responsibilities

• Create high-quality onboarding materials, documentation, and webinars to help customers become autonomous.
• Manage a portfolio of customers as the primary point of contact and run customer calls in line with defined SLAs.
• Own and deliver medium and large projects, including creating an in-application onboarding experience.
• Support customers via email and calls, providing thorough, clear, and empathetic communication.

Requirements

• At least 2 years of full-time experience in Customer Success, Account Management, or Program Management.
• Ability to become a subject-matter and product expert to solve complex customer challenges.
• Comfort working through ambiguity where multiple solutions may exist; strong problem scoping and solution-building skills.
• Strong written and verbal communication skills.
• Experience supporting customers of complex, fast-evolving products (examples mentioned: Zapier, HubSpot, Acuity Scheduling).
• Detail-oriented approach and strong ability to extract the necessary information to resolve issues.

Nice to Have

• Curiosity and ability to dig into customer use cases and improve internal/customer workflows.