About this role.
Ashby is hiring a Mid-Market Customer Success Manager to support EMEA customers using its recruiting software platform. The role owns implementation, training, adoption, and retention for a portfolio of approximately 60 mid-market accounts representing more than €1.5M in ARR. The successful candidate will be comfortable explaining complex product configurations and data workflows to varied customer stakeholders while collaborating closely with Sales, Product, Marketing, and Operations. This is a high-touch but scaled customer success role, with four-to-eight-week implementations and an emphasis on efficient prioritisation, detailed follow-up, and continuous process improvement. Commercial renewal and upsell negotiations are handled by Contract Managers, so the position is primarily product- and adoption-focused rather than commission-driven.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader EU market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would segment customers by lifecycle stage, adoption health, strategic value, risk indicators, and upcoming milestones. I would use scalable communications and enablement for common needs, while reserving high-touch time for implementations, at-risk accounts, and customers with meaningful expansion or retention impact. Consistent CRM hygiene and health reporting would help me reassess priorities each week.
I would begin with discovery to understand hiring processes, stakeholders, success measures, data requirements, and critical workflows. I would then build a phased implementation plan covering configuration, data setup, role-based training, testing, launch, and post-launch adoption review. Clear owners, documented decisions, and regular milestone check-ins would keep the project moving while making risks visible early.
I start by identifying each person’s objective and current level of familiarity. For the analyst, I would explain the underlying data logic, configuration options, and reporting implications; for the recruiter, I would focus on the practical workflow, expected outcome, and a guided example. In both cases, I avoid jargon, confirm understanding, and provide concise follow-up resources.
I would monitor usage trends, feature adoption, engagement with training, support themes, stakeholder changes, and achievement of agreed outcomes. If I saw deterioration, I would validate the cause with the customer, align on a focused recovery plan, and deliver targeted enablement or workflow improvements. I would document progress and coordinate with internal teams when product, support, or commercial action is needed.
I would bring recurring, evidence-based feedback tied to customer goals, user impact, account segment, and the frequency of the issue or request. Rather than simply relaying feature requests, I would describe the current workflow, the customer problem, workarounds, and expected business impact. This gives Product and Operations enough context to assess patterns, prioritise opportunities, and communicate decisions back to customers.
About this Role
Hi, Denise 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/
We 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.
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