Head of High Touch Customer Success, Ashby
$170-210k
+ Stock Options + Offers Commission
All-in-one recruiting software
Be an early applicant
All-in-one recruiting software
101-200 employees
Be an early applicant
$170-210k
+ Stock Options + Offers Commission
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
- Team Leadership & Coaching: You have experience leading and developing Customer Success Managers in a B2B SaaS environment. You know how to foster a culture of empathy, accountability, and continuous growth
- Customer Journey Expertise: You understand the customer lifecycle and have helped improve onboarding, adoption, and retention through thoughtful, repeatable approaches
- Operational Mindset: You’ve helped implement and improve team processes, and you bring a structured lens to scaling what works while staying adaptable
- Cross-functional Collaboration: You’re comfortable partnering with teams like Sales, Product, and Support to align around customer needs and elevate the experience
- Problem-Solving Orientation: You don’t rely on “what worked before” — you’re thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers
- Data-Driven: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
- Customer-First Thinking: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences
- Lifecycle Awareness: You’re familiar with key stages like onboarding and adoption, and you’ve supported efforts that drive product engagement and help customers achieve their goals
- 📣 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
- ⚙️ You’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
- In this role, you’ll have the opportunity to elevate the customer experience to the next level
- You’ll join our Dedicated CSM leadership team, working alongside our Heads of Strategic and EMEA Customer Success, as well as leaders from our Startup CS, Support, Customer Education and Contract Management teams
- As Head of High Touch Customer Success, you’ll play a critical role in ensuring our customers continue to have an exceptional experience with Ashby as we scale
- You’ll grow a talented team of CSMs, lead the current Manager of High Touch Customer Success (a recent internal promotion), and drive the overall strategy and execution of our High Touch CS function
- Lead and coach both the current Manager of High Touch CS and your own team of CSMs supporting customers across onboarding, adoption, and long-term partnership
- Drive process improvements across the customer journey, with a focus on post-onboarding and adoption
- Help evolve how we deliver consistent, high-quality customer experiences at scale
- Serve as a key product advocate — partnering closely with internal teams to champion improvements that better support our upper mid-market and lower enterprise customers
Application process
- Deadline to Apply: August 14, 2025 at 5:00 PM GMT+1
- 30 min - Recruiter Screen
- 60 min - Hiring Manager Interview with Global Head of Dedicated CS
- 60 min Presentation & Interview with our Manager of High Touch, Head of Startup & Head of Strategic
- Final Round:
- 30 min - Interview with VP of 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 5 rounds)
Jul 2025
$50m
SERIES D
Jun 2024
$30m
SERIES C
Total funding: $114.5m
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 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 Engineer at Ashby. Previously a Senior Product Manager at Lob and a Senior Product Manager at PlanGrid.
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