Opportunity at
AshbyStrategy & Operations, Customer Success
Ashby seeks a Strategy & Operations professional for its Customer Success department to direct data-backed insights, strategic frameworks, and internal processes. Operating under the Manager of…
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About This Role
Ashby seeks a Strategy & Operations professional for its Customer Success department to direct data-backed insights, strategic frameworks, and internal processes. Operating under the Manager of Strategy and Operations and collaborating directly with department leadership, this position involves designing operational structures that support customer retention, revenue expansion, and overall health scores. This dual-focus role requires managing high-level planning alongside tactical execution, such as refining onboarding workflows, monitoring key metrics like…
Job Description
Ashby seeks a Strategy & Operations professional for its Customer Success department to direct data-backed insights, strategic frameworks, and internal processes. Operating under the Manager of Strategy and Operations and collaborating directly with department leadership, this position involves designing operational structures that support customer retention, revenue expansion, and overall health scores. This dual-focus role requires managing high-level planning alongside tactical execution, such as refining onboarding workflows, monitoring key metrics like net retention rate and churn, collaborating with finance on headcount planning, and partnering with revenue operations to optimize customer relationship management tools.
This opportunity suits an autonomous, highly curious professional with a strategic mindset and financial literacy in software-as-a-service metrics who thrives in rapid-growth environments and handles ambiguity well. Ashby provides equal employment opportunities to all applicants and enforces a thorough hiring process incorporating a recruiter screen, hiring manager discussion, challenge session, and a virtual onsite.
Responsibilities
- Build and improve processes, tools, and workflows for customer segmentation, onboarding, lifecycle mapping, and playbooks
- Partner on reporting and analysis for business metrics including net retention rate, gross retention rate, churn, health scores, and product adoption
- Enhance the end-to-end customer journey across post-sales touch points spanning support, onboarding, and renewals
- Collaborate with finance and department leadership on headcount planning, capacity modeling, and quota setting
- Identify operational inefficiencies and deploy key performance indicators to track strategic initiatives
- Define business requirements for customer success tools and collaborate with revenue operations on system changes
- Align resources with customer needs through cross-functional work with sales and product teams
- Lead change management roll-outs and process adoption initiatives alongside enablement teams
Requirements
- Possess a self-starter attitude with natural curiosity
- Bring software-as-a-service and financial literacy with an understanding of industry benchmarks
- Demonstrate a strategic mindset capable of translating data into actionable recommendations
- Maintain attention to detail with a commitment to process quality and data accuracy
- Have prior experience working in fast-growth software-as-a-service environments within customer success or revenue operations
- Demonstrate skill in customer relationship management reporting, with HubSpot experience preferred
- Work autonomously while managing multiple tasks and deadlines
- Exhibit strong written and verbal communication skills
- Be willing to handle both high-level strategy and hands-on execution
- Feel comfortable with ambiguity and unscripted assignments
Core Skills
Benefits
- Ten-year exercise window for stock options
- Unlimited paid time off with a recommended four weeks per year
- Twelve weeks of fully paid family leave in the United States
- Generous budget for equipment, software, and office furniture
- Monthly education budget of one hundred dollars with coverage for larger items like conferences upon manager approval
- Comprehensive health insurance for United States employees and dependents with all premiums covered
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Strategy & Operations, Customer Success role at Ashby?
The salary ranges from USD 175,000 to USD 221,875 per year.
What is the employment type and remote status?
The role is full-time and on-site.
What does the interview process involve?
The process includes a 30-minute recruiter screen, a 45-minute hiring manager interview, a 45-minute challenge interview, and a 90-minute virtual onsite.
What location is this job based in?
The source posting does not specify a location for the role.
Sample Interview Questions
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