Mid-Market Customer Success Manager – EMEA

Role Overview

The Mid-Market Customer Success Manager – EMEA will help shape and scale an exceptional high-touch customer experience across the mid-market segment. The role involves implementing, training, and supporting the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team.

What You Will Do

The successful candidate will have a strong track record of Customer Success experience in B2B SaaS, supporting customers through the adoption and long-term optimization of complex technologies. They will enjoy building trusted partnerships with customers and helping them realize measurable value throughout the customer lifecycle.

Why It Might Be a Fit

The ideal candidate will demonstrate mastery of clear communication, be a great listener, enjoy working with a larger book of varied customers, and be energized by learning and supporting a complex product.

Requirements

• 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
• building trusted partnerships with customers and helping them realize measurable value throughout the customer lifecycle
• managing a book of ~60 mid-market customers, exceeding $1.5M in total ARR
• developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
• working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations
• becoming a product and industry expert and creating ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges
• working with technically complex products and showing a strong curiosity to explore details and understand how things work
• prioritizing time to make the biggest impact and enjoying working with a larger book of varied customers

Benefits

• 10-year exercise window for stock options
• unlimited PTO
• twelve weeks of fully paid family leave
• generous equipment, software, and office furniture budget
• $100/month education budget
• private medical insurance