ashby - Strategy & Operations, Customer Success
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Requirements
• Which of the following best describes your most recent role? • Customer Success Operations, Revenue Operations, Sales Operations • Business Strategy & Operations • Marketing Operations • Program / Project Management • Customer Success Manager / Account Manager / Sales • Describe a CS or revenue decision you influenced using data. Please include the metrics or tools used and the recommendation made. • Have you worked in a B2B SaaS company in a Customer Success, Revenue Operations, or Strategy & Operations role? (If you haven't, please don't apply, we want to save your time!) • Diversity Survey • This optional survey helps us evaluate our diversity and inclusion efforts. Participation is voluntary and refusal to submit the survey will not affect your job application. The answers to these questions are not seen on an individualized basis and your submission will only be used to assess our diversity and inclusion efforts. • What is your current age? • I prefer not to answer • What is your gender identity? • Another Gender Identity • Which ethnicity(ies) do you identify with? Please select all that apply. • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Which of the following communities do you belong to? Please select all that apply. • Person with disability • Refugee or immigrant • None of the above • Recruiting Privacy Policy • Submit Application • Ashby may use Artificial Intelligence with this application. Learn more.
Responsibilities
• Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development. • Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies. • Optimizate the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal. • Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making. • Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives. • Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc) • Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth. • Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs. • You could be a great fit if you: • Are a self-starter, innately curious in your approach • Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes) • Have a strategic mindset, with the ability to distill data into actionable recommendations • Are detail-oriented and committed to data accuracy and process quality • Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role • Are skilled in CRM reporting, with preference for HubSpot experience • Work autonomously, managing multiple tasks and deadlines effectively • Are an excellent communicator, both verbally and in writing • This role may not be a fit if: • You’re unwilling to manage both high-level strategy and hands-on execution • You’re uncomfortable with ambiguity and prefer structured, predefined assignments • You prefer focused work on a single project at a time • You prefer working within a single team rather than across multiple teams
Benefits
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. • Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅. • Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! • $100/month education budget with more expensive items (like conferences) covered with manager approval. • If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us. • $140K – $180K • Offers Equity • Autofill from resume • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • This job has application limits • Please note: to ensure that candidates select the most relevant jobs for their skills, we have set up limits to the number of times candidates can apply. The following limits apply to all roles at Ashby: • Candidates may not apply more than 3 times in any 60 days for any job • Candidates may not re-apply to the same role within 90 days if not presented with an offer • or drag and drop here • LinkedIn Profile • Which country do you intend to work from? • Please list your city and country.
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