Startup Customer Success Manager, Ashby
EMEA
€44-80k
For UK applicants the range is £38K – £68K. + Equity for all
All-in-one recruiting software
Job no longer available
All-in-one recruiting software
201-500 employees
Job no longer available
€44-80k
For UK applicants the range is £38K – £68K. + Equity for all
201-500 employees
Company mission
To redefine the applicant tracking system (ATS) category, providing talent teams with analytics, workflows and automation.
Role
Who you are
- This is a mid-level role, so we require at least 2 years of experience as a full-time Startup Customer Success Manager, Account Manager, or Program Manager
- You have 2+ years of customer-facing experience supporting a complex and rapidly evolving product (for complexity, think tools like Zapier, HubSpot, and Acuity Scheduling)
- You enjoy becoming a subject matter and product expert to help deliver excellent experiences when assisting our customers in solving complex challenges
- Oftentimes, there will be multiple solutions to any given challenge and you enjoy getting in the weeds with customers to figure out what exactly they need to suggest the best path forward
- You’re skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively
- With a complex product comes complex problems - you are excellent at identifying an issue, mapping multiple paths forward, and taking action based on principled thinking
- You possess keen attention to detail, ensuring your email and live responses are thorough, clear, and empathetic along the way
- Solving the problem is sometimes only half the battle - you are gifted in extracting only the necessary details that our customers or our team members need to solve a problem
- You have strong written and verbal communication skills
- You effectively communicate with diverse user groups, whether partnering with an experienced TA leader developing the recruiting function at a Series A startup or instructing individuals who are new to recruiting SaaS tools
- You are curious—both in addressing customers and creating solutions that improve our workflows
- You seek the answers beyond what’s on the surface. Sometimes an answer to a problem may not be obvious at surface level, but you enjoy digging into customer use cases to learn more about their process so you can suggest the best path(s) forward
What the job involves
- Our Startup Customer Success Team serves our early-stage customers programmatically
- These customers are special to us because they aren’t just learning our software; they are learning how to build hiring excellence into the DNA of their growing organizations
- Our Startup Customer Success Managers create high-quality onboarding materials, documentation, and e-webinars that enable our customers to get up and running independently
- They also jump in to assist via email and customer calls when needed
- In this role, you’ll take ownership of a book of customers for whom you’d be the main point of contact in our shared inbox and hop on customer calls per our SLAs
- You’ll also take ownership of medium and large projects that are core to our team’s operations. Existing projects our team has taken on include:
- Building an in-app onboarding experience using Amplitude
- Curating an onboarding e-webinar experience
- Building retention best practices into our engagement with customers that extend well beyond just onboarding
- About Ashby Customer Success:
- Ashby Customer Success comprises five teams:
- Product Support
- Startup Customer Success
- High Touch Customer Success
- Recruiting Operations & Professional Services
- Contracts Management
- Here are a few points that should give you an idea of what it is like to work with us:
- Our Engineering, Product, and Design teams spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell
- As they do that, our GTM teams spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers
- We strongly believe small teams with talented people and the right work environment deliver much better performance than large head counts
- Onboarding Process:
- Ashby is a highly complex product, and we invest a lot of time in ensuring our team members are experts on the platform
- Your first 30 days will be largely focused on learning the finer points of the products; you may not respond directly to a customer in that time but don’t worry, you’ll be plenty busy learning!
- Within your first 30 days, you’ll have a strong foundation on the Ashby product and will have your first accounts assigned to you
- Within your first 60 days, you’ll shadow your peers and take your first customer calls
- Within your first 90 days, you’ll have a book of customers, and we’ll start to explore key areas of ownership for you
Application process
- Our interview process is thorough — we aim to ensure each person joining the team is the right fit for Ashby and will provide ample information to assess if Ashby is the right fit for you. The process for this role is as follows:
- Recruiter Screen with Talent Acquisition Team - 30 minutes
- Hiring Manager Interview - 60 minutes
- Take Home Assessment - 1 week to complete
- Panel Interview - 2 hours 15 minutes
- Deadline to Apply: April 8, 2026 at 7:00 PM UTC
Our take
Reportedly, 50% of employers don’t use applicant tracking systems, largely because of blockers with implementation or insufficient buy-in from top management. Ashby's co-founder and CEO, Benji Encz, experienced first-hand how existing solutions failed to support hyper-growth hiring needs whilst working at PlanGrid, which is in part what led to the creation of the company.
Ashby is looking to redefine the ATS category - providing talent teams with analytics, workflows and automation - and intends to replace solutions from well-established vendors like Greenhouse and Lever with algorithms. The company's AI can schedule interviews and infer demographic data, which clients use for aggregate analyses of DEI hiring metrics.
The market for recruitment software could potentially reach $3.5 billion by 2030. Unsurprisingly, there is now a growing number of startups emerging to compete for a slice of it. Despite the crowded market and having only emerged from stealth in 2022, Ashby has already secured over 500 clients (including high-profile customers like Notion and Figma). The company has also attracted impressive funding, which will be used to expand its product offering beyond what is typically expected from an ATS and grow its customer success and community initiatives.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2025
$50m
SERIES D
Jun 2024
$30m
SERIES C
Total funding: $114.7m
Company benefits
- Unlimited PTO with four weeks recommended per year
- 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
- Generous equipment, software, and office furniture budget
- $100/month education budget with more expensive items (like conferences) covered with manager approval
Company HQ
SoMa, San Francisco, CA
Leadership
Benjamin Encz
(Co-Founder & CEO)Previously the Director of Engineering and Part-Time Recruitment Operations at PlanGrid. They also worked as a Software Engineer at Make School and was a Lecturer at Baden-Wuerttemberg Cooperative State University (DHBW).
Abhik Pramanik
(Co-Founder & VP of Engineering)VP of Engineer at Ashby. Previously a Senior Product Manager at Lob and a Senior Product Manager at PlanGrid.
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