---
title: 'Strategy & Operations, Customer Success at Ashby'
canonical: 'https://feeny.ai/job/strategy-operations-customer-success-ashby-united-states-pa3dh9az3w1j'
type: 'job'
last_seen: '2026-11-03'
---

# Strategy & Operations, Customer Success at Ashby

- **Company:** Ashby
- **Location:** United States
- **Compensation:** $169k–$222k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-11-02
- **Last confirmed live:** 2026-11-03
- **Apply:** https://jobs.ashbyhq.com/ashby/d46e79d4-43fd-477f-aa06-25b604715223

## Job description

## Role Overview

In this Strategy and Operations, Customer Success role, you will drive the strategy, processes, and data-driven insights that empower our Customer Success Team to deliver exceptional outcomes for our customers. Reporting to the Manager of Strategy and Operations, and partnering closely with Customer Success leadership, you will define strategies and execute improvements that optimize customer health, retention, and revenue growth. Our Customer Success team is consistently praised by our customers for their deep expertise, responsiveness, and dedication—a testament to how much we Care Deeply About Customers, one of our core Operating Principles. As we continue to scale, it’s critical that we preserve and enhance this high standard of customer care while ensuring our processes, tools, and insights evolve to support sustainable growth. You will play a crucial role in our operations, including process improvements, planning, and reporting. This is both a strategic and tactical role in which you’ll design frameworks and programs, uncover actionable insights, and create data-informed recommendations across our Customer Success functions.

What you'll do at Ashby:

- Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
- Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies.
- Optimizate the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
- Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
- Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
- Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
- Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
- Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.

You could be a great fit if you:

- Are a self-starter, innately curious in your approach
- Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
- Have a strategic mindset, with the ability to distill data into actionable recommendations
- Are detail-oriented and committed to data accuracy and process quality
- Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
- Are skilled in CRM reporting, with preference for HubSpot experience
- Work autonomously, managing multiple tasks and deadlines effectively
- Are an excellent communicator, both verbally and in writing

This role may not be a fit if:

- You’re unwilling to manage both high-level strategy and hands-on execution
- You’re uncomfortable with ambiguity and prefer structured, predefined assignments
- You prefer focused work on a single project at a time
- You prefer working within a single team rather than across multiple teams

Interview Process Our interview process is thorough — we aim to ensure each person joining the team is the right fit for Ashby and will provide ample information to assess if Ashby is the right fit for you. The process for this role is as follows:

- Recruiter Screen with Talent Acquisition Team - 30 minutes
- Hiring Manager Interview - 45 minutes
- Challenge Interview - 45 minutes
- Virtual Onsite - 90 min

## 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 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.
- If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us.

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.

## About Ashby

## Company Overview
- **One-liner**: Ashby provides an all-in-one recruiting software platform that combines ATS, CRM, Scheduling, and Analytics, with AI embedded across every layer.
- **Entity Type**: Private
- **Headquarters**: San Francisco, California, USA (remote-first company)
- **Founded**: 2018
- **Founders**: Benjamin Encz (Co-founder & CEO), Abhik Pramanik (Co-founder & VP of Engineering)

## Core Business
- **Primary industry/industries**: Recruiting technology (HR Tech), Applicant Tracking Systems (ATS), Talent Acquisition Software
- **Target customers**: B2B, serving ambitious teams from startups to enterprises (1–100 employees through 1,000+ employees)
- **Mission or purpose statement**: To empower ambitious teams to excel at hiring by providing a powerful, integrated recruiting platform that evolves at the speed of AI.

## Products & Services
For each major offering:
- **[Ashby ATS & CRM]**: All-in-one recruiting platform combining Applicant Tracking System and Candidate Relationship Management. Manages the full hiring workflow from sourcing to offer.
- **[Ashby Scheduling]**: Automated interview scheduling integrated directly into the platform.
- **[Ashby Analytics]**: Advanced recruiting analytics that can work on top of existing recruiting tools, providing custom reporting and actionable insights.
- **[Ashby for Enterprise]**: Enterprise-grade solution with sophisticated hiring needs, supporting large organizations with structured hiring and deep integrations.
- **[Ashby for Growth]**: Scalable solution for companies with 101–1,000 employees needing robust hiring capabilities.
- **[Ashby for Startups]**: Easy-to-use, all-in-one product designed for early-stage companies (1–100 employees) that scales with them.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Total Funding (Private company) — not publicly disclosed; serves 2,900+ customers as of 2025.
- **Notable Investors/Partners**: Not explicitly listed in available sources, but the company has grown to over 2,900 customers with 135% YoY growth.
- **Growth Signals**: 135% year-over-year growth; expanded from "only a few hundred customers" to 2,900+; operates as a remote team across 20+ countries; added major enterprise capabilities.

## Competitive Advantages
- **True all-in-one platform**: No need to choose between ATS, CRM, scheduling, and analytics — all are natively integrated, reducing tool sprawl.
- **AI embedded in every layer**: Meaningful AI integration built on a strong data foundation, not just superficial features.
- **Structured hiring end-to-end**: Enables more accurate and fair candidate assessments with structured, data-driven processes.
- **Custom reporting and insights**: Provides instant visibility and actionable analytics to improve hiring continuously.
- **Remote-by-design company culture**: Built as a fully remote team from the start, with employees across 23 countries in North America, South America, Europe, and Asia.
- **Strong operating principles**: Documented culture emphasizing principled thinking, ownership, thoughtful communication, and long-term optimization.

## Strategic Focus
- **Current priorities and direction for growth**: Deepening AI capabilities across the entire platform; scaling to serve larger enterprise customers; maintaining high-quality customer experience as the company grows; expanding globally with remote teams across multiple continents.

## Why Work Here
- **Culture**: Remote-first company with a well-defined set of operating principles including "Be Frustratingly Patient About Hiring," "Optimize For The Long Term," and "Care Deeply About Our Customers." Team emphasises continuous improvement, constructive debate, and thoughtful communication.
- **Remote/hybrid/office policy**: Fully remote-first — employees work from 23 different countries across North America, South America, Europe, and Asia. Hosts annual company-wide gatherings and individual team meetups.
- **Notable perks or engineering culture**: Strong engineering culture with multiple open engineering roles (Staff Product Engineer, Staff Platform Engineer, Senior Software Engineer, Engineering Managers). Emphasis on "principled thinking over experience" — the company values how you think and solve problems over simply having the right background.
- **Growth trajectory**: Joining a rapidly scaling company (135% YoY growth) with significant career development opportunities as the company expands.
- **Current open roles (as of search date)**: Engineering Manager (multiple regions), Staff Product Engineer, Staff Platform Engineer, Staff Design Engineer, Senior Software Engineer, Senior Product Designer, Technical Recruiter, Product Support roles, Strategy & Operations roles, various sales and customer success positions.

## Sources
1. [ashbyhq.com](https://www.ashbyhq.com)
2. [ashbyhq.com/careers](https://www.ashbyhq.com/careers)
3. [ashbyhq.com/team](https://www.ashbyhq.com/team)
4. [ashbyhq.com/blog/culture/ashbys-operating-principles](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles)
5. [jobs.ashbyhq.com/ashby](https://jobs.ashbyhq.com/ashby/)

## Other roles at Ashby

- [Sales Manager, Mid-Market - EMEA](https://feeny.ai/job/sales-manager-mid-market-emea-ashby-europe-8g101378mmvh) — Europe
- [Sales Leader, Enterprise - Americas](https://feeny.ai/job/sales-leader-enterprise-americas-ashby-united-states-060jjgnv45xq) — United States
- [Director of Knowledge Management - NAMER](https://feeny.ai/job/director-of-knowledge-management-namer-ashby-united-states-hjjwcbs4n5ej) — United States
- [Manager, Technical Services](https://feeny.ai/job/manager-technical-services-ashby-united-states-8ekf19b5cgaw) — United States
- [Senior Paid Marketing Manager](https://feeny.ai/job/senior-paid-marketing-manager-ashby-united-states-nge9tc7cbjt1) — United States
- [Product Support Engineer - NAMER](https://feeny.ai/job/product-support-engineer-namer-ashby-united-states-y3es2b1hm9j1) — United States
- [SMB Customer Success Manager - Americas](https://feeny.ai/job/smb-customer-success-manager-americas-ashby-united-states-tm8103q1wess) — United States
- [Product Support Engineer - EMEA](https://feeny.ai/job/product-support-engineer-emea-ashby-united-kingdom-k5rrt3qen4bg) — United Kingdom
- [Recruiting Operations Consultant](https://feeny.ai/job/recruiting-operations-consultant-ashby-europe-ab8cpv9vw87p) — Europe
- [Manager of Strategic Customer Success](https://feeny.ai/job/manager-of-strategic-customer-success-ashby-united-states-brpvc2ze7tw5) — United States