Head of Dedicated Customer Success, Ashby
EMEA
€120-170k
OTE
Salary is applicable to candidates based in EU only; Salary for candidates based in UK: OTE £110K – £160K. Offers Equity (Stock options) and Commission for all locations
All-in-one recruiting software
Be an early applicant
All-in-one recruiting software
101-200 employees
Be an early applicant
€120-170k
OTE
Salary is applicable to candidates based in EU only; Salary for candidates based in UK: OTE £110K – £160K. Offers Equity (Stock options) and Commission for all locations
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
- 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)
Desirable
- 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
- Yu’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
What the job involves
- 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
Application process
- Deadline to Apply: March 6, 2025 at 5:00 PM GMT
- 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
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
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
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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