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Head of High Touch Customer Success

2 months ago

San Francisco, United States Ashby Full time
Job DescriptionJob Description

One of my favorite aspects of Ashby is our operating principle of Continuous Improvement.  Coupled with our principle of caring deeply about our customers, we often find ourselves wondering ‘what is a better way to accomplish this’.  That’s why I am thrilled to be hiring our Head of High Touch Customer Success  In this role, you’ll have the opportunity to elevate the customer experience to the next level through operational excellence and programmatic efforts.  You’ll join the current CS leadership team, working alongside our Head of Strategic Customer Success and our Head of Startup Customer Success, as well as our Support and Contract Management leaders.

About this role:

As the Head of High Touch Customer Success, you will play a pivotal role in ensuring our customers continue to have a remarkable experience with Ashby as we continue to scale. You will lead (and continue to grow) an impressive team of skilled and tenured CSMs.

You will shape how we serve our customers, specifically those in this dedicated CS segment.  While our Strategic segment offers bespoke customer engagements and our Startup segment offers more of a digital approach – this segment will partner programmatic frameworks with the personal touch to ensure our customers achieve their goals with Ashby.  The majority of customers in this cohort align with our Sales Mid-Market segment.

Role requirements:

  • Proven Leadership: You have a track record of successfully growing, leading and developing high-performing Customer Success Teams in a SaaS environment, bolstering a culture of excellence and empathy.

  • Strategic Thinking: You are skilled at understanding and improving the customer journey.  You are keen to build an elevated CS function, ensuring team goals connect to company objectives.

  • Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

  • Innovative & Principled Approach: You proactively address thematic customer opportunities and improve our processes accordingly; you’re comfortable leveraging cutting edge technologies to enhance the efficiency and efficacy of our team.  You don’t rely on ‘I’ve seen this done’ but instead think critically to problem solve.

  • Analytical Mindset & Continuous Improvement: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience. 

  • Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.

  • Product Adoption & Customer Lifecycle Engagement: You have programmatic experience improving customer product adoption with the goal of ensuring customer objectives are achieved.  Your initiatives have addressed key stages of the customer lifecycle (such as implementation and onboarding).

You could be a great fit if:

  • 📣 You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes.

  • 🎧 You are a great listener. You see your role as 1) Advocate for the Customer Success Team as well as 2) Voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to evolve.

  • 📈 You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions.

  • ⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.

  • 🔍 Your peers describe you as detail oriented. You take pride in internal operations.

  • ⚙️ You’re an advocate for the team. We’ll be looking for your help when it comes to defining resourcing and headcount planning.

  • 🧑️‍🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help teams grow.

You might not be a great fit if:

  • You prefer an in-person role over remote.

  • You’re not eager to roll up your sleeves and get into the weeds (e.g. call shadowing isn’t interesting to you).

  • You are accustomed to defining ideas and strategies, yet not responsible for their execution.

  • You prefer leading a team responsible for a simple product.

  • You prefer exclusively to build (rather than build, iterate, optimize)

Our Philosophy

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 spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

  • We want to offer deep expertise whenever we interact with prospects and customers.

  • 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.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

  • 30 min - Recruiter Screen with VP of People

  • 45-60 min - Interview with VP of CS (Hiring Manager for role)

  • Practical Exercise

  • Final Round:

    • 60 min - Presentation & Interview with Head of Strategic & Head of Startup CS

    • 45 min - Interview with Head of Contract Management & Head of Support

    • 30 min - Interview with CEO

    • 10 min - Closing Questions with Hiring Manager

Benefits

  • You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

  • You get to sell a product that our prospects & customers are truly excited about.

  • Competitive compensation is offered.

  • 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 is 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

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range: $140K - $170K