Strategic Customer Success Manager - EMEA

ABOUT THIS ROLE Hi, I’m Loren https://www.linkedin.com/in/lfoseid/, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. Our Customer Success Team is passionate about shaping and scaling an exceptional upmarket customer experience across the Enterprise Segment. We’re thrilled to be hiring our next CSM in EMEA as we continue to grow the team. In this role, you’ll partner with Ashby’s largest and most complex customers, focusing on driving product adoption, customer health, and long-term value. You’ll help shape how we support a diverse set of enterprise customers, from high-growth teams to public companies. Ashby is powerful and highly configurable, requiring depth of understanding. You’ll develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence. Role Requirements - You have a strong track record of customer success experience in B2B SaaS (at least five years), supporting enterprise customers on complex, configurable products, and driving enablement that improves product adoption and long-term customer outcomes.

• You're excited to own a strategic book of enterprise customers ~20 strategic customers, exceeding $2m in total ARR.

• You have experience working closely with cross-functional partners across Sales, Product, Support, and Operations, aligning communication across stakeholder groups to deliver cohesive customer outcomes.
• You love becoming a product and industry expert.

• You’ve worked with technically complex products and show strong curiosity to explore details and understand how things work, enabling you to anticipate risk patterns and proactively support customers through evolving workflows and requirements.

• 🎧 You are a listener first. You seek to understand what customers actually need and then advocate for them internally to shape how Ashby evolves for enterprise use cases.
• ⚙️You thrive in complexity.

• 🧑‍🏫 You’re excited to help shape a new segment. Our Strategic customer motion is still evolving; you’ll be iterating on playbooks, learning and sharing what works, and turning those insights into repeatable processes for the team.
• 🔍 Your peers describe you as detail oriented.

• 📊 You are always looking for ways to improve your work through data. You use signals and insights to reflect on what’s working, spot risks, and adjust your approach.
• 👥You may have been a recruiter, hiring manager, or interviewer before.

• You're interested in managing customer accounts with infrequent and well-defined touchpoints, instead of adaptive, ongoing partnerships required for strategic partnerships.
• You shine as an exclusively commercial CSM, motivated by variable compensation.

• You’re not excited by getting into the details.

• 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.

• 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.
• Private medical insurance, dependent on your region 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.

• Highlight any experience you have with highly configurable SaaS platforms (e.g., building custom workflows, integrations, or complex data models) in your resume and cover letter; tie each example to measurable outcomes such as adoption rate improvements or reduced time‑to‑value for enterprise clients.
• Prepare a 2‑page “Customer Success Playbook” sample that shows how you’d map Ashby’s product features to the unique needs of a high‑growth tech unicorn versus a regulated public company—include a brief Excel health‑score dashboard you’d build to track NPS, usage, and renewal risk.
• In the interview, demonstrate mastery of Excel by walking the panel through a live “adoption funnel” model: import a sample usage dataset, create pivot tables, conditional formatting, and a simple churn‑prediction formula, explaining how you’d use the model to proactively intervene with at‑risk accounts.
• Reference Loren Foseid’s LinkedIn posts or talks (e.g., his recent webinar on “Strategic Partnerships in Enterprise SaaS”) and weave in a question about his vision for scaling consultative CSMs in EMEA—showing you’ve done homework and can align with his strategic priorities.
• When discussing compensation, research the median total‑target‑comp for Strategic CSMs in the EU (≈ €120‑150k + bonus) and be ready to negotiate a blended package that includes a performance‑based bonus tied to renewal and expansion metrics you’ll be responsible for driving.