Customer Success Strategy Operations, Ashby
$140-170k
+ Equity (Stock options)
All-in-one recruiting software
Be an early applicant
All-in-one recruiting software
101-200 employees
Be an early applicant
$140-170k
+ Equity (Stock options)
101-200 employees
Company mission
To redefine the applicant tracking system (ATS) category, providing talent teams with analytics, workflows and automation.
Role
Who you are
- Are a self-starter, innately curious in your approach
- Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
- Have a strategic mindset, with the ability to distill data into actionable recommendations
- Are detail-oriented and committed to data accuracy and process quality
- Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
- Are skilled in CRM reporting, with preference for HubSpot experience
- Work autonomously, managing multiple tasks and deadlines effectively
- Are an excellent communicator, both verbally and in writing
What the job involves
- In this CSSO role, you will drive the strategy, processes, and data-driven insights that empower our Customer Success Team to deliver exceptional outcomes for our customers
- Reporting to the Head of Revenue Operations, and partnering closely with Customer Success leadership, you will define strategies and execute improvements that optimize customer health, retention, and revenue growth
- You will play a crucial role in our operations, including process improvements, planning, and reporting
- This is both a strategic and tactical role in which you’ll design systems, uncover actionable insights, and create data-informed recommendations across all Customer Success functions, including our CSM teams, Professional Services, Contract Management, and Support
- Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development
- Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies
- Optimize the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal
- Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making
- Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives
- Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
- Cross-functional Collaboration: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth
- Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs
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 - 45 minutes
- VP of CS Interview - 45 minutes
- Challenge Interview - 45 minutes
- Virtual Onsite - 90 min
- Deadline to Apply: 9 December 2024 at 17:00 GMT
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.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2024
$30m
SERIES C
Sep 2022
$21.5m
SERIES B
Total funding: $64.5m
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
- Twelve weeks of fully paid family leave 🇺🇸
Company values
- Apply Principled Thinking Over Experience
- Reflect On And Optimize How You And Your Team Use Your Time
- Apply Thoughtful Communication
- Prioritize Ownership
- Be Frustratingly Patient About Hiring
- Optimize For The Long Term, But, Move With Urgency
- Aim High
- Push For Continuous Improvement
- Care Deeply About Our Customers
- Foster Constructive Debate And Feedback
Company HQ
SoMa, San Francisco, CA
Articles
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 Engineer at Ashby. Previously a Senior Product Manager at Lob and a Senior Product Manager at PlanGrid.
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