169K–222K USD / year
Strategy & Operations, Customer Success
OperationsRemote — United States, Canada
Published on 2026-11-02
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About this role
Drive strategy, processes, and data-informed improvements that help Customer Success scale and improve customer outcomes. The role combines strategic planning with hands-on operations across customer health, retention, and revenue growth.
About the company
Ashby is a technology company that provides a recruitment platform designed to streamline the hiring process for businesses. They serve various sectors with a focus on enhancing talent acquisition and management through innovative engineering and support solutions.
The team
Customer Success, partnering with Strategy and Operations, Revenue Operations, Sales, Finance, and Product.
What you'll do
- Develop scalable CS processes, workflows, customer segments, and playbooks.
- Analyze retention, churn, product adoption, customer health, and sentiment metrics.
- Improve the customer journey from onboarding through support and renewal.
- Support headcount planning, capacity modeling, and quota setting.
- Identify workflow inefficiencies, implement improvements, and define KPIs.
- Set business requirements for CS systems and partner with RevOps on tool changes.
- Lead adoption of new processes and workflows across Customer Success.
What we're looking for
- Experience in a B2B SaaS company in Customer Success, Revenue Operations, or Strategy & Operations.
- SaaS and financial literacy, including familiarity with Customer Success benchmarks.
- Ability to turn data into actionable recommendations.
- CRM reporting skills; HubSpot experience is preferred.
- Strong communication, organization, and ability to manage ambiguity and multiple priorities.
Nice to have
- Experience in a fast-growing SaaS environment.
- Background in Customer Success or Revenue Operations.
Benefits
- Equity with a 10-year stock-option exercise window.
- Unlimited PTO, with four weeks recommended annually.
- 12 weeks of fully paid family leave in the US.
- Health insurance premiums covered for US employees and their dependents.
- $100 monthly education budget, with manager-approved funding for larger expenses.
- Equipment, software, and office furniture budget.
Hiring process
- Recruiter screen — 30 minutes
- Hiring manager interview — 45 minutes
- Challenge interview — 45 minutes
- Virtual onsite — 90 minutes