客户成功经理（欧洲、中东和非洲）
Customer Success Manager (EMEA)
### **职位描述**
你好，我是Denise，Ashby的中型市场客户成功负责人 👋。我们团队热衷于在中型市场领域打造并扩展卓越的高接触客户体验。随着我们持续扩展，我们很高兴正在招聘EMEA地区的下一位客户成功经理，以帮助塑造我们在该地区的客户服务体系，涵盖从高速成长的初创公司到上市公司。
作为客户成功团队的一员，你将帮助我们继续发展高接触中型市场客户成功职能。在这个职位上，你将与EMEA中型市场团队的四位客户成功经理紧密合作，为该地区的客户提供实施、培训和支持，推动Ashby的采用。
Ashby设计得强大且灵活，允许用户根据自身需求进行调整。这意味着有很多内容需要学习。你将成为产品和领域的专家，以帮助我们的客户充分利用Ashby来提升招聘水平。
**职位要求：**
- 你有在B2B SaaS领域出色的客户成功经验（至少两年），支持复杂技术的实施和采用。在此职位上，你将管理4至8周的实施项目，同时在整个客户旅程中持续为客户创造价值。
- 你有管理约60家中型市场客户的丰富经验，总ARR超过150万美元。你喜欢与广泛的利益相关者建立关系，同时支持现有团队推动采用率和留存率。
- 你有与销售、市场、产品和运营等跨职能利益相关者密切合作的经验。
- 你热爱成为产品和行业的专家，并在之前的客户成功角色中有过类似经验。你可以通过定制培训和产品演示，解决客户的具体挑战，创造“恍然大悟”的时刻。
- 你有使用技术复杂产品的经验，并展现出对细节的强烈好奇心，理解事物的工作原理。
**如果你符合以下条件，请申请：**
- _📣 你具备清晰沟通的能力。你能精准提问，并能用简单语言解释复杂概念。你避免使用商业术语。_
- _🎧 你是个优秀的倾听者。你认为自己的角色是作为客户的代言人，向内部利益相关者传达客户需求，以确保我们的产品路线图能够带来价值。_
- _📊 你喜欢处理较大的客户群_
查看英文原文
### **About this Role**
Hi, [Denise](https://www.linkedin.com/in/deniseeures/) here and I am the Head of Mid-Market Customer Success at Ashby 👋. Our team is passionate about shaping and scaling an exceptional high-touch customer experience across the mid-market segment. As we continue expanding we are thrilled to be hiring our next CSM in EMEA to help shape how we serve customers in this region, ranging from high growth start ups to public companies.
As a member of our Customer Success team, you will help us continue to grow our High Touch Mid-Market Customer Success function. In this role, you'll implement, train, and support the adoption of Ashby with customers across the region, partnering closely with a talented group of four CSMs on the EMEA Mid-Market team.
Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This means that there is a lot to learn. You will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence.
**Role Requirements:**
- You have a strong track record of customer success experience in B2B SaaS (at least two years), supporting the implementation and adoption of complex technologies. In this role, you will manage four to eight week implementations, while continuing to deliver value through the customer journey.
- You’re experienced managing a book of ~60 mid-market customers, exceeding $1.5M in total ARR. You enjoy developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention
- You have experience working closely with cross-functional stakeholders across Sales, Marketing, Product, and Operations.
- You love becoming a product and industry expert and have experience doing this in a previous customer success role. You can create ‘Ah ha!’ moments by tailoring training and product walk throughs to address a customer’s specific challenges.
- You’ve worked with technically complex products and show a strong curiosity to explore details and understand how things work.
**You Should Apply If:**
- _📣 You demonstrate mastery of clear communication. You ask questions with precision and can explain complex concepts in simple terms. You avoid business jargon._
- _🎧 You are a great listener. You see your role as providing the voice of the customer to internal stakeholders so we can ensure that our product roadmap delivers value._
- _📊You enjoy working with a larger book of varied customers, and can effectively prioritise your time to make the biggest impact._
- _🧩 You’re energised by learning and supporting a complex product. You enjoy diving deep into technical details, navigating advanced configurations, and data workflows, and you enjoy helping customers make sense of them._
- _🧑🏫 You love to teach. Whether it’s a complex report to a very tenured data analyst, or a workflow to a brand new recruiter, who is new to SaaS tools, you see every teaching moment as an opportunity._
- _⚙️ You are not only excited about driving renewals, but also crafting repeatable processes that will allow our go-to-market team to scale well in future._
- _🔍 Your peers describe you as detail oriented. You obsess over sending crisp follow-up emails, on time. You take pride in internal operations, like real-time CRM updates._
- _⚡️ You move fast. You leverage tools/technology to maximize your time. You are at home managing a wide range of customers, and prioritizing effectively._
- _🗺️ You're energized by an ever-improving work environment. Our team is growing, and continually iterating on processes - we live by our Operating Principle of "Implement Continuous Improvement"_
- _📊 You are always looking for ways to improve your work through data._
- _👨👨👧👧 You have been a recruiter, hiring manager or interviewer in a previous role. Recruiting experience paired with SaaS CSMing helps to make the onboarding process quicker, and can help you serve as a trusted advisor to our customers. Not a requirement though!_
**Why you shouldn’t apply:**
- _If you tend to thrive with a smaller, more focused book of customers, this role likely isn’t the right fit. Our Mid-Market CSMs typically manage a book of 60+ customers, balancing personalized relationships with efficient, scalable support._
- _You're interested in managing customer accounts with infrequent and well-defined touchpoints (rather than excited by the fluidity required of early stage CS work)_
- _You shine as an exclusively commercial CSM, motivated by variable compensation. While our team's north star metric is revenue retention, we focus on adoption and engagement as our leading indicators. For renewal negotiation and upsell, we have a lovely team of Contract Managers. As such, this role does not currently include variable pay, aligning with our strategy to hire product-oriented CSMs rather than adhering to the conventional Account Manager model._
- _You’re afraid of rolling up your sleeves. If the idea of getting in the weeds with a customer about the nuance between a time in process report and a time to hire report feels too granular, or project managing a workflow change for offer approvals feels “beneath you”, this job isn’t going to be for you._
### **About Ashby**
We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: [https://www.ashbyhq.com/](https://www.ashbyhq.com/) [We](https://www.ashbyhq.com/%EF%BF%BC%EF%BF%BCWe) are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are already working with thousands of amazing companies, including Opendoor, Plaid, Airtable, Snyk, Benchling and SalesLoft.
We’ve built an incredible team and exceptional product over the past couple of years, and we truly are just getting started. In short, this is the perfect time to join 🚀
### **Interview Process**
Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:
- **Intro Call with Ashby Recruiting** - 30 Minutes
- **Hiring Manager Interview** - 45 Minutes
- **Take-Home/Presentation Interview** - 45 Minutes
- **Panel Interview** - 2 hours
- Rather than a traditional panel interview with a large group, we structure our panel into a series of smaller conversations. This gives you the opportunity to meet with multiple team members in a more conversational setting focused on specific topics, instead of a formal Q&A. You'll discuss how you approach problem solving, how you work with sales, and dive into a product complexity exercise.
### **Benefits**
- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
- 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.
- Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Twelve weeks of fully paid family leave.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
_Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities._
_Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position._