Strategy & Operations, Customer Success

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Job Overview

The position of Strategy & Operations, Customer Success at Ashby presents an exciting opportunity for professionals looking to make a significant impact in a thriving SaaS company. In this role, the individual will be responsible for driving the strategy and operational processes that enhance the effectiveness of the Customer Success Team. This position is pivotal in empowering the team to deliver exceptional outcomes for customers by providing data-driven insights and recommendations.

Key Responsibilities

As a Customer Success Operations Lead, reporting directly to the Senior Manager of Revenue Operations, the candidate will work closely with Customer Success leadership. Key responsibilities include:

• Operationalizing CS Strategy: Developing and refining processes, tools, and workflows to facilitate scalable operations within the Customer Success team.

• Analyzing Business Dynamics: Collaborating with internal stakeholders to assess key metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn rates, product adoption, health scores, and customer sentiment. Utilizing these insights to refine strategies and provide early warnings of potential issues.

• Optimizing the Customer Journey: Improving the overall customer experience by streamlining all post-sales interactions, from onboarding through support and renewal phases.

• Supporting Strategic Planning: Engaging with Finance and Customer Success leadership in planning cycles. This includes tasks like headcount planning, capacity modeling, and setting quotas by providing essential historical data for informed decisions.

• Driving Process Improvements: Identifying inefficiencies in current processes and implementing improvements across CS workflows and customer onboarding. Setting and deploying Key Performance Indicators (KPIs) to measure outcomes against each strategic initiative.

• Optimizing CS Systems: Gathering business requirements to enhance the efficiency and scalability of Customer Success operations. Collaborating with RevOps teammates to implement and amend necessary tools such as Customer Relationship Management (CRM) systems and health scoring platforms.

• Collaboration Across Functions: Working alongside Sales, Product, and other teams to align internal resources with customer needs and forecasted growth.

• Leading Change Management: Overseeing the rollout of new processes or workflows within the Customer Success team. Collaborating with Enablement on broader change programs to ensure successful adoption.

Essential Skills & Qualifications

To be considered as a right fit for this role, candidates should possess the following qualifications:

• A self-starter mentality with a natural curiosity in the approach to work.
• Strong understanding of SaaS and financial literacy, providing an informed perspective on CS benchmarks like ideal book sizes.
• A strategic mindset able to convert data into actionable recommendations effectively.
• Attention to detail with a commitment to data accuracy and process quality.
• Experience within a rapidly growing SaaS environment, ideally in Customer Success or Revenue Operations.
• Proficiency in CRM reporting, preferably with experience in HubSpot.
• Ability to work autonomously and manage various deadlines efficiently.
• Exceptional communication skills, both verbal and written.

Potential Misfits

This role may not be suitable for candidates who:

• Are unwilling to manage both high-level strategy and detailed execution.
• Prefer structured, predefined assignments and are uncomfortable with ambiguity.
• Desire to focus solely on a single project at one time or prefer working strictly within one team without cross-functional collaboration.

Interview Process

The interview process at Ashby is designed to assess candidates thoroughly. It includes:

• A 30-minute recruiter screening with the Talent Acquisition Team.
• A 60-minute interview with the hiring manager that includes a career deep dive.
• A 45-minute challenge interview.
• A final round, virtual onsite interview lasting approximately 2 hours.

About Ashby

Ashby is on a mission to build the next generation of enterprise software, focusing on enhancing the hiring process for talent leaders, recruiters, and hiring managers. Backed by notable investors such as Y Combinator and others, and with an impressive track record of retention and growth, this company is in an exciting phase. They boast thousands of customers, including high-profile names such as Snowflake and OpenAI.

Benefits

Ashby offers a competitive benefits package, including:

• A 10-year exercise window for stock options to alleviate any pressure on employees regarding stock acquisition.
• Unlimited PTO, with a recommendation for four weeks vacation annually, ensuring employees take time to recharge.
• Fully paid family leave for 12 weeks for employees in the U.S.
• A generous equipment and office supplies budget to promote a comfortable working environment.
• An education budget to support ongoing learning and professional development.
• Comprehensive health insurance coverage for employees and their dependents, with all premiums covered by Ashby.

Ashby is committed to providing equal employment opportunities to all individuals, ensuring a diverse and inclusive work environment for employees from all backgrounds.

This job offer was originally published on jobicy.com