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