Mid-Market Customer Success Manager - Americas

ABOUT THIS ROLE Hi, I’m Denise https://www.linkedin.com/in/deniseeures/, and I’m the Head of High-Touch (Mid-Market) Customer Success at Ashby. Our team is passionate about shaping and scaling an exceptional customer experience for our high-touch customer segment, which primarily supports mid-market and growth-stage organizations. I’m excited to be hiring our next CSM as we continue expanding globally. As a member of our Customer Success team, you will help us continue to grow our High-Touch Customer Success function. In this role, you’ll partner closely with customers to drive adoption, deliver strategic guidance, conduct product trainings and partnership reviews, and identify opportunities for expanded use cases and long-term value realization. You’ll also collaborate with a talented group of CSMs across the High-Touch team to continuously evolve how we support companies ranging from high-growth startups to public enterprises. Ashby is designed to be powerful and flexible, allowing customers to tailor the platform to their unique hiring processes and workflows. Because of this, there is a lot to learn. You will become both a product and domain expert, enabling customers to make the most of Ashby and drive hiring excellence across their organizations. Role

Requirements

• You have a strong track record of Customer Success experience in B2B SaaS (at least two years), supporting customers through the adoption and long-term optimization of complex technologies. You enjoy building trusted partnerships with customers and helping them realize measurable value throughout the customer lifecycle.
• You have experience managing a portfolio of approximately 60 mid-market customers with over $1.5M in total ARR.

• You have experience partnering cross-functionally with teams such as Sales, Marketing, Product, Support, and Operations to advocate for customer needs and deliver a seamless customer experience.
• You enjoy becoming a product expert and have demonstrated this in previous Customer Success roles.

• You’ve worked with technically complex products and bring strong curiosity and problem-solving skills to understanding how systems, workflows, and integrations operate in practice You Should Apply If: - 📣 You demonstrate mastery of clear communication.

• 🎧 You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap continues delivering value.
• 📊You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact.
• 🧩 You’re energized by learning and supporting a complex product.

• 🧑‍🏫 You love to teach. 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.
• 🔍 Your peers describe you as detail oriented.

• ⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively.
• 🗺️ You're energized by an ever-improving work environment.

• You're interested in managing customer accounts with 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.

• You’re afraid of rolling up your sleeves. 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.

• 10-year exercise window for stock options.

• 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.

• $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.

• Showcase Excel‑driven impact: Prepare a 1‑page “Customer Success Dashboard” built in Excel that visualizes key metrics you’ve improved (e.g., churn reduction, product adoption, expansion revenue). Include formulas or pivot tables that calculate health scores, NPS trends, and ROI—Ashby’s hiring team loves data‑rich, reproducible artifacts.
• Tailor your portfolio to “high‑touch” work: Assemble a short PDF with 2‑3 case studies of mid‑market accounts you’ve managed remotely. Highlight the discovery workshops, training sessions, and quarterly business reviews you led; quantify outcomes (e.g., “increased seat utilization by 32% in 6 months”) and attach screenshots of the slide decks or playbooks you created.
• Demonstrate familiarity with Ashby’s product stack: Before the interview, sign up for Ashby’s free trial (or request a demo) and spend at least 2 hours exploring the UI, reporting tools, and integrations. During the interview, reference specific features (e.g., “I’d use the ‘Milestone Tracker’ to surface early‑adoption signals for a growth‑stage client”) to prove you can hit the ground running.
• Prepare for scenario‑based questions: Expect the interviewers to pose realistic challenges—e.g., a mid‑market customer stuck on low adoption or requesting a custom workflow. Practice answering with the STAR method, explicitly mentioning how you’d leverage Excel for health scoring, run a remote product training, and set up a joint success plan with measurable KPIs.
• Negotiate with data on remote market rates: Research Glassdoor, Levels.fyi, and Ashby’s recent hiring announcements to determine the median base + OTE for Mid‑Market CSMs in the US (typically $90‑$115 k base, 10‑15% bonus). When discussing compensation, cite comparable remote roles, your proven ROI (e.g., “generated $250 k in expansion revenue in FY22”), and ask for a clear performance‑based increase tied to adoption targets.