Customer Success Manager, APAC

From the company's job description

ABOUT THIS ROLE

Our Customer Success team is passionate about shaping and scaling an exceptional enterprise customer experience globally. As we continue to grow in APAC, we are excited to hire our first Customer Success Manager in region to support the implementation and full lifecycle of our Strategic and High Touch customers in the region.

In this role, you will serve as both the Implementation Specialist and CSM for a defined book of upmarket APAC customers. You will own the customer journey end to end, from implementation and onboarding through long-term adoption, customer health, and value realization.

You will partner with Ashby’s customers, helping them get up and running quickly while also building deep, ongoing strategic relationships. Ashby is powerful and highly configurable, and this role requires both technical depth and customer leadership. You will develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.

This role is ideal for someone who thrives in complexity, enjoys hands-on execution, and is excited to help shape how we support customers in a new region.

Role Requirements

CUSTOMER SUCCESS & ACCOUNT OWNERSHIP

• You have a strong background in Customer Success in B2B SaaS (5+ years preferred), supporting Enterprise or Strategic customers on complex, configurable products and driving adoption, engagement, and long-term outcomes.

• You are excited to own a strategic book of customers in APAC, balancing both implementation work and ongoing Customer Success for our upmarket customers.

• You build trusted, multi-threaded relationships with senior stakeholders and act as a proactive owner of customer health, risk, and value realization.

• You partner closely with Sales, Product, Support, Professional Services, and Operations to deliver cohesive, high-quality customer outcomes across the full lifecycle.

IMPLEMENTATION & PROJECT MANAGEMENT

• You have experience managing end-to-end implementations and onboarding projects, including defining scope, aligning stakeholders, communicating project plans, and delivering against milestones and expectations.

• You act as the customer’s guide throughout implementation, ensuring expedited time to value and a smooth transition into steady-state customer success.

• You are comfortable working in a remote-first environment and can travel up to 10 percent as needed for strategic customer engagements in APAC.

PRODUCT, TECHNICAL, AND DOMAIN EXPERTISE

• You love becoming a product and industry expert. You create “aha” moments by tailoring configuration, workflows, and training to each customer’s specific hiring challenges.

• You have worked with technically complex products and are deeply curious about how things work, enabling you to anticipate risks, troubleshoot issues, and support evolving customer requirements.

• You take pride in advising customers on best practices to ensure they get maximum value from Ashby.

CHANGE MANAGEMENT & PROBLEM SOLVING

• You are experienced in change management and help customers successfully adopt new systems, workflows, and ways of working.

• You think critically and proactively identify themes across customers, using those insights to improve internal processes, implementation approaches, and customer playbooks.

• You use data, signals, and metrics to assess adoption, spot risk, and continuously refine your approach.

• You are comfortable operating as the first Customer Success hire in APAC, bringing curiosity, ownership, and initiative to develop the region, define best practices, and partnering cross-functionally.

You Should Apply If:

• 📣 You communicate with clarity and precision. You can distill complex workflows, reports, or technical concepts into simple, confident guidance for a range of stakeholders.

• 🎧 You are a listener first. You seek to deeply understand customer needs and advocate for them internally to shape how Ashby evolves for enterprise use cases.

• ⚙️ You thrive in complexity. You are energized by learning a powerful, configurable product and translating that knowledge into practical solutions.

• 🧑‍🏫 You love teaching and coaching. You see every interaction as an opportunity to help customers grow and succeed.

• 🔍 Your peers describe you as detail-oriented. You send crisp follow-ups, keep projects on track, and take pride in strong internal operations and CRM hygiene.

• 📊 You are data-driven. You use insights to evaluate what is working, identify risks, and improve outcomes over time.

• 🌍 You are adaptable. You are excited to help shape and evolve our enterprise and APAC customer motion as the region scales. While there are in-region Product Support Specialists and a Support Manager, you’ll be our founding CSM!

• 👥 You may have experience as a recruiter, hiring manager, or interviewer, which helps you quickly connect Ashby’s workflows to real-world hiring challenges (nice to have, not required).

Why you shouldn’t apply:

• You are looking for a role with infrequent, transactional customer interactions instead of hands-on, ongoing partnerships.

• You prefer exclusively commercial account management with variable compensation. This role focuses on implementation, adoption, engagement, and long-term value rather than renewals or upsell negotiation.

• You are not excited by hands-on execution, detailed configuration, project management, or change management work.

• You prefer working with simple, point-solution products rather than a deep, highly configurable platform.

ABOUT ASHBY

We’re building the next generation of enterprise software and we’re starting with a suite of products that empower talent leaders, recruiters, and hiring managers to be a driving force for revenue & efficiency via a holistic, data-centric talent strategy.

We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier (and many others who we cannot name!).

Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, over 4,000 customers, very low churn, and many years of runway. In short, it's the perfect time to join! 🚀

INTERVIEW PROCESS

Our interview process is designed to be thorough and transparent, ensuring mutual fit for both you and Ashby. The process for this role includes:

1. Recruiter Screen (30 minutes)

2. Hiring Manager Interview (45 minutes)

3. Interview with the Implementation Team (30 mins) Implementation or Customer Scenario Presentation (45 to 60 minutes)

4. Panel Interview (approximately 2 hours)

BENEFITS

• 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 is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• Generous 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.