SMB Customer Success Manager - Americas

Ashby
United States, Canada
Workplace: RemoteFull timeUSD 80,000 - 138,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Problem-solving","Attention to detail","Empathy","Collaboration"]

Own a book of SMB customers as their main point of contact, respond via shared inbox and customer calls under SLAs, and lead medium-to-large customer success projects that drive long-term engagement. Create high-quality onboarding materials, documentation, and e-webinars so customers can run independently. Serve as a product and subject-matter expert, solving complex, rapidly evolving challenges for early-stage teams using tools like Amplitude and other SaaS systems.

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Ashby
Ashby
2 days ago

SMB Customer Success Manager - Americas

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Job Summary

Own a book of SMB customers as their main point of contact, respond via shared inbox and customer calls under SLAs, and lead medium-to-large customer success projects that drive long-term engagement. Create high-quality onboarding materials, documentation, and e-webinars so customers can run independently. Serve as a product and subject-matter expert, solving complex, rapidly evolving challenges for early-stage teams using tools like Amplitude and other SaaS systems.
Location: United States, Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Be the main point of contact for a book of SMB customers via a shared inbox and customer calls per SLAs.
  • •Take ownership of medium and large customer success projects that support the team’s operations.
  • •Create onboarding materials, documentation, and e-webinars that enable customers to get up and running independently.
  • •Support customers via email and customer calls when needed to help them solve complex challenges.
  • •Develop retention best practices through customer engagement that extends beyond onboarding.

Pay and Benefits

Salary: USD 80,000 - 138,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceLearning Budget

Key Requirements

  • •At least 2 years of full-time experience as an SMB Customer Success Manager, Account Manager, or Program Manager.
  • •2+ years of customer-facing experience supporting a complex, rapidly evolving product (examples include Zapier, HubSpot, and Acuity Scheduling).
  • •Ability to define problem scope and create comprehensive solutions independently and collaboratively.
  • •Keen attention to detail with thorough, clear, and empathetic written and live customer responses.
  • •Strong written and verbal communication skills for partnering with diverse user groups.
Experience:SaaSCustomer success
Skills:CommunicationProblem-solvingAttention to detailEmpathyCollaboration
Tech Stack:AmplitudeZapierHubSpotAcuity Scheduling

Company Brief

Ashby
Ashby builds an all‑in‑one recruiting platform (ATS, CRM, scheduling, analytics and AI features) that helps high‑growth companies streamline hiring, improve candidate experience, and deliver data‑driven talent decisions.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 4.6
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