Manager of Strategic Customer Success
WFA Digital Insight
As the demand for skilled customer success managers grows, with a 25% increase in remote customer success roles in 2025, companies are looking for leaders who can navigate the complexities of enterprise partnerships. Ashby's commitment to delivering exceptional customer outcomes is evident in their search for a Manager of Strategic Customer Success. With the shift towards remote work, professionals with strong digital skills and experience in team leadership are in high demand. Before applying, candidates should be aware of the importance of building scalable processes, cross-functional collaboration, and data-driven decision making in this role.
Job Description
About the Role
The Manager of Strategic Customer Success at Ashby will lead a team of Customer Success Managers in serving the company's largest and most complex customers. This role entails navigating the nuances of enterprise partnerships, building scalable processes, and advocating cross-functionally to deliver exceptional outcomes for customers. As a key member of the customer success team, the successful candidate will have a deep understanding of the customer journey and be able to provide expert guidance to their team. The role reports to the Director of Customer Success and will work closely with cross-functional teams to drive customer success.The day-to-day responsibilities of this role will involve coaching and mentoring the team of Customer Success Managers, developing and executing strategies to drive customer engagement and retention, and collaborating with internal stakeholders to ensure alignment and effective communication. The ideal candidate will have a strong operational mindset, be data-driven in their decision making, and have a customer-first approach.
What You Will Do
- Lead a team of Customer Success Managers in serving the company's largest and most complex customers
- Develop and execute strategies to drive customer engagement and retention
- Build and maintain strong relationships with key customer stakeholders
- Collaborate with internal stakeholders to ensure alignment and effective communication
- Develop and implement processes to drive scalability and efficiency
- Provide coaching and mentoring to the team of Customer Success Managers
- Analyze customer data to identify trends and opportunities for growth
- Develop and deliver customer success plans to ensure exceptional customer outcomes
- Work closely with the sales team to ensure a seamless handover of customers
- Develop and maintain a deep understanding of the customer journey and industry trends
What We Are Looking For
- 5+ years of experience in customer success management, preferably in a leadership role
- Strong understanding of the customer journey and experience in navigating enterprise partnerships
- Proven track record of building and maintaining strong relationships with key customer stakeholders
- Experience in developing and executing strategies to drive customer engagement and retention
- Strong operational mindset and experience in building scalable processes
- Data-driven decision making and experience in analyzing customer data to identify trends and opportunities for growth
- Strong leadership and coaching skills, with experience in mentoring and developing high-performing teams
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
Nice to Have
- Experience in the tech industry, preferably in a digital marketing or paid media role
- Certification in customer success management, such as CSM or CCS
- Experience in using customer success platforms, such as Gainsight or Totango
- Familiarity with data analytics tools, such as Tableau or Power BI
Benefits and Perks
- Competitive compensation package
- 10-year exercise window for stock options
- Unlimited PTO with four weeks recommended per year
- Twelve weeks of fully paid family leave
- 00/month education budget
- Extended health benefits
- Generous equipment, software, and office furniture budget
- Remote work setup and stipend
How to Stand Out
- Develop a strong understanding of the customer journey and be able to articulate your experience in navigating enterprise partnerships
- Highlight your ability to build and maintain strong relationships with key customer stakeholders, and provide examples of successful customer success plans you have developed and delivered
- Emphasize your data-driven approach to decision making, and be prepared to discuss your experience in analyzing customer data to identify trends and opportunities for growth
- Be prepared to discuss your experience in building scalable processes and driving customer success through cross-functional collaboration
- Showcase your leadership and coaching skills, and be prepared to discuss your experience in mentoring and developing high-performing teams
- Research the company culture and values, and be prepared to discuss how your skills and experience align with Ashby's mission and vision
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