Remote - US•Remote - Canada
Remote
Senior
Full Time
1 day ago
💰$ 110,000 - $ 180,000
remotecustomer successmanagerstartupSaaS
Deadline: Monday, June 22, 2026
Requirements
- •Experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment
- •Understanding of customer lifecycle and improving onboarding, adoption, and retention
- •Structured approach to scaling customer success with flexibility
- •Operational excellence with care about process quality, internal tools, and execution
- •Willingness to roll up sleeves for inbox reviews, shadowing, quality checks
- •Comfortable using data and metrics to inform decision-making
- •Clear and caring communication skills
- •Problem-solving orientation and pragmatic approach
What You'll Do
- •Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes
- •Foster team growth through 1:1s, skill-building, and thoughtful feedback
- •Support team operations and quality assurance for shared inbox, live customer engagements, and project work
- •Scale programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint
- •Collaborate cross-functionally to evolve customer support
- •Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap
Nice to Have
- •Experience fostering a culture of empathy, accountability, and continuous growth
- •Ability to balance 1:many engagement strategies with dedicated support when needed
- •Experience with high-variety environment and context switching
- •Enjoyment in creating clean processes, clear documentation, and consistent execution
- •Belief in high standards delivered kindly
- •Willingness to challenge stale assumptions and welcome better ways
- •Sense of ownership over customer success as a team sport including Product and Support
Benefits
- •Time to do things the right way with emphasis on high quality work
- •Selling a product that prospects and customers are excited about
- •Competitive compensation
- •10-year exercise window for stock options
- •Unlimited PTO with four weeks recommended per year
- •Twelve weeks of fully paid family leave in the US
- •$100/month education budget with manager approval for expensive items
- •Extended health benefits for employee and dependents
- •Generous equipment, software, and office furniture budget
About Ashby
Ashby develops human resource software to assist companies with hiring and manpower management.
San Francisco, CA
100-250
HR & Recruiting