About This Role Hi, Denise here and I am the Head of Mid-Market Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth start ups to public companies.

Hi, Denise here and I am the Head of Mid-Market Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth start ups to public companies.

As a member of our Customer Success team, you will help us continue to grow our High Touch Mid-Market Customer Success function. In this role, you will implement, train and support the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team. You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies.

You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product and Operations. You love becoming a product and industry expert and have experience doing this in a previous customer success role. moments by tailoring training and product walk throughs to address a customer's specific challenges. You're energised by learning and supporting a complex product.

You enjoy diving deep into technical details, navigating advanced configurations and data workflows, and you enjoy helping customers make sense of them. Whether it's a complex report to a very tenured data analyst,



or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity. You take pride in internal operations, like real-time CRM updates.

You are always looking for ways to improve your work through data. Our Mid-Market CSMs typically manage a book of 60+ customers balancing personalised relationships with efficient, scalable support. You're interested in managing customer accounts with infrequent and well defined touchpoints rather than excited by the fluidity required of early stage CS work You shine as an exclusively commercial CSM motivated by variable compensation.

For renewal negotiation and upsell we have a lovely team of Contract Managers. As such this role does not currently include variable pay aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model. If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular or project managing a workflow change for offer approvals feels "beneath you" this job isn't going to be for you.

We're building the next generation of enterprise software and we're starting with a suite of products that help talent leaders recruiters and hiring managers run their hiring process significantly better. We publicly launched in October 2022 and are already working with thousands of amazing companies including Opendoor Plaid Airtable Snyk Benchling and SalesLoft We've built an incredible team and exceptional product over the past couple of years and we truly are just getting started. You'll discuss how you approach problem solving how you work with sales and dive into a product complexity exercise. we put a lot of emphasis on high quality work and avoid quick hacks as much as possible. ~Generous equipment software and office furniture budget. 100/month education budget with more expensive items like conferences covered with manager approval.

We confirm that this advertisement is for an active existing vacancy within our organization.

📌 Mid-Market Customer Success Manager - Emea (La Mancha)
🏢 Ashby
📍 La Mancha