[All remote jobs](https://jobicy.com/jobs.md)[![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png)](https://jobicy.com/company/ashby.md)[Ashby](https://jobicy.com/company/ashby.md) # Manager of Implementations, High Touch – EMEA Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/ashby.md)ShareRemote from[Europe](https://jobicy.com/job-region/europe.md)SalaryEUR 123k–142,375 / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished9 Oct 2026Apply before8 Nov 2026Listing views31Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Ashby is hiring a people manager to lead its EMEA High Touch Implementations team within Customer Success. The role owns delivery quality for mid-market and enterprise customer onboarding, including project planning, stakeholder alignment, change management, and transitions into Customer Success. The manager will coach and scale Implementation Specialists while improving regional processes, time-to-value, and operational consistency. Success requires strong customer-facing leadership, technical curiosity, data-informed process improvement, and close collaboration with Sales, Product, Engineering, Operations, and Customer Success. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior, multi-dimensional leadership role requiring ownership of implementation outcomes, team performance, complex enterprise stakeholders, and EMEA delivery strategy. The manager must translate ambiguity into scalable operational improvements while handling customer escalations and cross-functional dependencies. ## Salary analysis Estimated compensation compared with the broader EU market for similar roles. Estimated job medianHighly competitive€132,688EU market range€110k–€150k0€165k AI insightThe disclosed yearly salary range is €123,000–€142,375, producing an offer median of €132,687.50. For a senior EMEA implementation/professional-services people manager at a SaaS company, an estimated European market range is €110,000–€150,000 yearly; actual pay may vary by country, employer, variable compensation, and equity. ## Core skills Skills and capabilities most closely associated with this opportunity. [Implementation management](https://jobicy.com/jobs?search_keywords=Implementation%20management.md)[Professional services](https://jobicy.com/jobs?search_keywords=Professional%20services.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Customer success](https://jobicy.com/jobs?search_keywords=Customer%20success.md)[People leadership](https://jobicy.com/jobs?search_keywords=People%20leadership.md)[Project management](https://jobicy.com/jobs?search_keywords=Project%20management.md)[Enterprise change management](https://jobicy.com/jobs?search_keywords=Enterprise%20change%20management.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow would you improve time-to-value for high-touch EMEA customers without making implementations feel templated?I would segment customers by complexity, use case, integrations, and change-management needs, then establish configurable implementation playbooks rather than a single rigid process. I would monitor milestone completion, adoption signals, customer effort, and escalation themes to identify where standardization helps and where tailored intervention is needed. Describe how you would coach an Implementation Specialist who consistently misses project milestones. I would first review the project data and observe how they scope, communicate risks, and manage stakeholders to identify the root cause. Together we would define a focused improvement plan with clear behaviors, checkpoints, and support such as templates, shadowing, or role-play, while maintaining accountability for customer outcomes. How do you manage an enterprise customer escalation during implementation? I would quickly establish the facts, acknowledge the customer impact, assign clear owners, and communicate a time-bound recovery plan. Internally, I would coordinate the required teams, maintain regular executive-appropriate updates, and conduct a post-resolution review to prevent recurrence. What metrics would you use to assess the health and quality of an implementation function? I would track time-to-value, on-time milestone completion, implementation duration by segment, customer satisfaction, adoption at handoff, escalation rates, capacity utilization, and rework or defect themes. I would pair quantitative metrics with qualitative customer and team feedback to avoid optimizing only for speed. How would you partner with Sales before a complex customer implementation begins? I would create a structured handoff that validates scope, integrations, customer goals, stakeholder roles, risks, and commitments made during the sales cycle. For higher-complexity opportunities, I would involve implementation leadership early to confirm feasibility, establish realistic expectations, and shape a credible implementation plan. Opportunity details ## About this role. ### Manager of Implementations, High Touch – EMEA Hi, I’m John and I’m the Head of Professional Services at Ashby. One of my favorite aspects of Ashby is our operating principle of [Continuous Improvement](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles#8---implement-continuous-improvement). Coupled with our principle of caring deeply about our customers, we often find ourselves wondering ‘what is a better way to accomplish this’. That’s why I am thrilled to be hiring an EMEA Manager of High Touch Implementations! As a leader on our growing Professional Services team (within Ashby’s Customer Success organization), you’ll have the opportunity to play a key role early in our customers’ journey, ultimately upleveling the overall customer experience. ### About this role: As our Manager of High Touch Implementations in EMEA, you will play a key role in ensuring high-quality experiences for customers beginning their Ashby journey. You will lead an EMEA-based team of Implementation Specialists aligned to our High Touch (mid-market) customers, reporting into our EMEA Manager of Implementations. You will oversee the delivery of segment-aligned implementation experiences, and will partner cross-functionally to support scoping and planning for prospective customers. Role requirements: * Implementation & Project Management: You have extensive experience managing and executing implementation and onboarding projects (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed upon expectations). You keep the team on track to ensure milestones are met. You work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements. * Team Leadership: You build and scale high-performing teams, empowering them to achieve outcomes that meet or exceed the high standards set by our team and company. * Customer Centricity: You are adept at understanding customer needs and tailoring implementations to meet their specific requirements. You build strong customer relationships by maintaining high levels of engagement and communication; you’re the customer’s proactive guide and advocate throughout the implementation period. * Bias for Action: You move work forward, translating ambiguity into clear paths, driving toward outcomes, and ensuring follow-through. * Regional Focus: You leverage your understanding of the EMEA market to define and evolve how implementations are delivered, ensuring our approach optimizes for regional considerations and scales without compromising quality. * Fluency with Enterprise Motions: You are comfortable operating in complex enterprise environments with multiple stakeholders, competing priorities, and evolving requirements. You are experienced in navigating change management processes at scale and helping customers adapt to new systems and a refreshed approach. * Technical Proficiency: You have a solid understanding of a complex product (ideally Ashby) and its technical intricacies; you are technically curious and creative. * Critical Thinking & Solutions Orientation: You proactively address thematic customer opportunities and improve our processes accordingly. You don’t rely only on ‘I’ve seen this done,’ but instead think critically to solve problems. * Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress. What Success Looks Like: * EMEA customers achieve time-to-value quickly and predictably * Implementation quality is consistent across segments without feeling templated * Upmarket customers receive an enterprise-ready onboarding experience * Clear, effective transitions into Customer Success support strong adoption momentum * Scalable processes reduce manual effort while preserving quality You could be a great fit if: * 🧑‍🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help your team and our customers grow. * 📣 You demonstrate clear communication. You ask clarifying questions with precision and can distill complex concepts into simple themes. You approach all stakeholder conversations with confidence. * 🎧 You are a great listener. You see your role as the voice of the customer to internal stakeholders so we can ensure that our offerings continue to evolve in accordance with customer needs. * 📈 You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions. * ⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy. * 🔍 Your peers describe you as detail-oriented and technically proficient. You take pride in internal operations. * 📊 You are data-driven. You use metrics and analytics to inform decisions and measure success. * 🌍 You are adaptable. You can navigate changes in a fast-paced, evolving environment. You might not be a great fit if: * You prefer being an individual contributor. * You prefer an in-person role over remote. * You are less interested in customer-facing roles that require both technical and interpersonal skills. * You are accustomed to defining ideas and strategies, yet not responsible for their execution. * You prefer working with a simple product (such as a point solution). * You prefer exclusively to build (rather than build, iterate, optimize). ### Our Philosophy Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us: * We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell. * We want to offer deep expertise whenever we interact with prospects and customers. * We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly. * We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) – we’ll get into these and other values during the hiring process. ### The Interview At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety: * 30 min – Recruiter Screen with Talent Team * 45 min – Interview with Head of Professional Services (Hiring Manager) * 45 min – Mock Customer Escalation Call * Final Round Part 1: 30 min – Interview with VP of Customer Success * 30 min – Cross-functional Leadership interview * Final Round Part 2: 30 min – Interview with CEO * 10 min – Closing Questions with Hiring Manager ### 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. * You get to sell a product that our prospects & customers are truly excited about. * Competitive compensation is offered. * 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 with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 * Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. * 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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