One of my favorite aspects of Ashby is our operating principle of Prioritize Ownership. There is no greater opportunity to prioritize ownership than to join our team as Ashby’s first EMEA Customer Success leader! This is a unique and high impact role in which you’ll meaningfully shape our CS function in the region.
In this role, you’ll elevate the customer experience across our EMEA CS team. You’ll prioritize operational excellence and – when appropriate – programmatic efforts as we continue to move upmarket. As our first EMEA CS leader, you will collaborate closely with Ashby’s existing CS leadership team, including our Heads of: Strategic, High Touch, and Startup Customer Success, as well as our Professional Services, Support, and Contract Management leaders.
About this role:
As our EMEA Head of Dedicated Customer Success, you will play a pivotal role in ensuring our customers continue to have a remarkable experience with Ashby as we scale. You will lead (and continue to grow) an impressive team of skilled and tenured upmarket CSMs, fine-tuning how we serve our EMEA customers.
You will own the Dedicated CS segment (1:few) for the region, covering our Strategic (bespoke customer engagements) and High Touch (programmatic frameworks with a personal touch) segments. The majority of customers your team serves align with our Sales Mid-Market and Enterprise segments.
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.
Regional Expansion Experience: You thrive in first-in-region roles, establishing processes, team structures, and customer engagement models in-market.
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 don’t just apply past solutions — you critically evaluate and design innovative, first-principles-driven strategies that fit the unique needs of our EMEA customers.
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 thrive in environments where you lead a simple, established product rather than a dynamic, evolving one.
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
30 min - Interview with Head of Strategic Customer Success
30 min - Interview with VP, Customer Success
Project Stage
Final Round:
30 min - Interview with Head of Professional Services
30 min - Interview with Head of High Touch Customer Success
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.
$100/month education budget with more expensive items (like conferences) covered with manager approval
Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
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.
