Customer Success Strategy Operations Manager

Ashby

Drive Customer Success strategy at Ashby through process design and data-driven insights that improve customer health, retention, and revenue growth. Partner closely with leadership.In this Strategy and Operations role, you will shape scalable Customer Success operations at Ashby. You will develop workflows, analyze SaaS metrics, and create recommendations. The work combines strategic planning with hands-on execution across customer-facing functions.Key Responsibilities:
Develop customer segmentation, onboarding workflows, lifecycle maps, and playbooksAnalyze NRR, GRR, churn, adoption, health scores, and sentimentImprove customer journeys from onboarding through support and renewalSupport headcount planning, capacity modeling, and quota settingImplement KPIs and improve workflows, systems, and processesRequirements:
Strategic mindset translating data into actionable recommendationsSaaS and financial literacy, including Customer Success benchmarksFast-growth SaaS experience in Customer Success or Revenue OperationsCRM reporting skills, preferably with HubSpot experienceStrong communication, autonomy, curiosity, and attention to detailBring Customer Success operations, CRM reporting, and strategic analysis skills to help Ashby scale customer outcomes sustainably.
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