ashby - Customer Success Enablement Manager

• 🤝 Business Partnership: You partner closely with CS Leaders across segments to deeply understand their priorities. You ask tough questions, surface gaps, and design enablement programs that align to business outcomes like NRR, expansion, and customer satisfaction. You build trust across Product Marketing and RevOps to deliver cohesive GTM programs. • ⚙️ Program Development: You create and curate learning paths, playbooks, and frameworks tailored to CSM needs (e.g., value discovery, partnership reviews, renewal conversations). You translate insights from calls, customer data, and frontline feedback into practical, repeatable programs that drive consistent execution. • 🧑‍🏫 New Hire Onboarding: Near-term, you own onboarding for our Customer Success Managers , Implementation Specialists, and our Professional Services team, building on our role- and segment-specific tracks to accelerate time-to-value. Over time, we anticipate our onboarding tracks willto better support our Contract Management and Supporfunctiont as well. Through program development,you simplify and prioritize what new hires need to know, ensuring they’re ready to lead customer conversations with confidence. • 💻 Systems & Tools: You manage enablement systems (LMS, content hubs, call libraries) to make resources easy to access and apply in the field. You bring perspective on how AI-enabled tools can reinforce learning and support real-time customer interactions. • 🚀 Scaling Impact: You thrive in dynamic, high-growth SaaS environments. You’ve supported CS organizations at scale and know how to reinforce skills and behaviors over time (certifications, peer learning, scenario practice) to ensure programs stick. • 📈 Impact Measurement: You partner with CS Ops to measure program effectiveness. You go beyond activity tracking to link enablement to business outcomes like faster ramp, improved NRR, and higher expansion rates. You iterate programs based on both data and observation. • 👷 Program Execution: You are organized, detail-oriented, and comfortable managing multiple initiatives concurrently. You balance strategic program design with rolling up your sleeves to facilitate sessions, deliver training, and embed new practices in the field. • To set expectations clearly: • Technical Enablement / Ashby Product: While you will partner with Product, SE, and CS leadership to ensure teams have the product knowledge they need, you will not own deep technical enablement. • Competitive Intelligence: You’ll collaborate with PMM and Sales Enablement on competitive readiness, but you are not expected to be the subject matter expert in this area. • YOU MIGHT LOVE THIS ROLE IF: • You’re passionate about enabling Customer Success Teams to deliver business outcomes via their expertise • You love building scalable programs that directly impact retention and expansion outcomes • You thrive in cross-functional work and enjoy building trust with leaders and customer-facing teams • You’re known for operational excellence, clarity, and execution • You’re energized by both designing programs and reinforcing them with Customer Success Teams • THIS ROLE MIGHT NOT BE FOR YOU IF: • You prefer focusing only on training content without engaging in reinforcement or measurement • You’re uncomfortable facilitating live sessions or role plays with CSMs and leaders • You need a large team or mature infrastructure to be effective—this is a lean, hands-on role • You dislike documenting and systematizing—Ashby is an async-first culture that values clarity in writing • Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us: • We believe a highly differentiated product is a lot easier to sell, so we continually invest in product innovation and this has proven to be a sustainable source of competitive differentiation • We always aim to show up well prepared and with deep industry acumen. This caliber of customer experience is another way we differentiate. • We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly. • We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.