Ever wondered what it takes to elevate a customer success team from great to truly exceptional? At Ashby, we're not just building innovative recruiting software; we're cultivating a culture where caring deeply about our customers is paramount. We are looking for someone special to join us, a visionary who can weave together strategy, process, and data to amplify the impact of our Customer Success team. If you thrive on optimizing operations, uncovering insights, and empowering a team known for its expertise and dedication, this fully remote, worldwide opportunity might just be your next big adventure.

Overview

In this pivotal Strategy & Operations role within Customer Success, you will be instrumental in shaping the future success of our customers. Reporting to the Senior Manager of Revenue Operations and collaborating closely with Customer Success leadership, you will define and execute strategies designed to enhance customer health, boost retention rates, and accelerate revenue growth. Our Customer Success team consistently receives accolades for their profound expertise, responsiveness, and unwavering dedication. This praise reflects our core operating principle, "Care Deeply About Customers." As Ashby continues its rapid expansion, it's essential that we maintain and strengthen this high standard of customer care while refining our processes, tools, and insights to ensure sustainable growth. This position offers a unique blend of strategic foresight and hands-on execution. You will design innovative frameworks and programs, uncover actionable data-driven insights, and formulate robust recommendations across all Customer Success functions. This is a fully remote role, open to candidates anywhere in the world.

Key Responsibilities

Operationalize Customer Success Strategy: Develop and implement strategies that enhance the efficiency and effectiveness of our Customer Success team, aligning with overall business objectives.
Process Optimization: Design, refine, and document scalable processes that empower Customer Success Managers to deliver consistent, high-quality experiences and outcomes for customers.
Data-Driven Insights: Analyze customer health, engagement, and churn data to identify trends, opportunities, and risks, translating complex findings into clear, actionable recommendations.
Tooling and Enablement: Evaluate, implement, and optimize Customer Success tools and technologies, ensuring the team has the resources needed to excel.
Performance Measurement & Reporting: Establish key performance indicators (KPIs), build comprehensive dashboards, and provide regular reporting to Customer Success and executive leadership.
Cross-functional Collaboration: Partner with Sales, Product, Marketing, and Revenue Operations teams to ensure a seamless customer journey and alignment on strategic initiatives.
Program Development: Create and manage programs focused on customer lifecycle management, risk mitigation, and expansion opportunities.
Strategic Planning: Contribute to the annual and quarterly planning cycles for the Customer Success organization, including capacity planning and goal setting.

Requirements

Several years of experience in a Strategy & Operations, Revenue Operations, or Customer Success Operations role, preferably within a B2B SaaS environment.
Proven ability to define, implement, and optimize operational strategies and processes that drive measurable business outcomes.
Strong analytical skills with proficiency in data analysis, reporting, and deriving actionable insights from complex datasets.
Expertise with Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero, Catalyst) and business intelligence tools.
Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.
A self-starter with a proactive approach, comfortable working autonomously in a fast-paced, fully remote setting.
Demonstrated ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines.
A deep passion for customer success and a commitment to fostering exceptional customer experiences.

What You'll Gain

The opportunity to significantly impact the growth and success of a rapidly scaling technology company.
Work alongside a highly talented, collaborative, and customer-obsessed team.
Drive strategic initiatives that directly contribute to customer retention, growth, and overall business health.
A high degree of autonomy and ownership in a flexible, fully remote work environment.
Continuous professional development and learning opportunities within a supportive culture.
The chance to be part of a company that truly values innovation and customer care.