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Customer Success Strategy Operations

About Ashby

  • We’re building the next generation of enterprise software, starting with products that help talent leaders, recruiters, and managers unlock hiring excellence

  • Series C raised earlier this year, and growing ARR >100% YoY

  • Have over 1,500 amazing customers including OpenAI, Ramp, Deliveroo, Notion and Reddit

  • Multiple products to win both land-and-expand and material new business deals

  • Rapidly moving up-market with no signs of slowing down

  • Implemented AI throughout the platform

  • Known for our pace of innovation and advanced analytics

Role Overview

In this CSSO 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 Head of Revenue Operations, and partnering closely with Customer Success leadership, you will define strategies and execute improvements that optimize customer health, retention, and revenue 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 systems, uncover actionable insights, and create data-informed recommendations across all Customer Success functions, including our CSM teams, Professional Services, Contract Management, and Support.

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.

  • Optimize 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)

  • Cross-functional Collaboration: 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

  • VP of CS 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.

  • 401(k) matching if you're in the 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.

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What You Should Know About Customer Success Strategy Operations, Ashby

At Ashby, we're on the cutting edge of enterprise software, and we’re on the hunt for a Customer Success Strategy Operations expert to join our dynamic team in San Francisco. This isn’t just any role; it’s a chance to shape the future of how our Customer Success Team operates, driving operational strategies and leveraging data-driven insights that empower us to deliver exceptional outcomes for our amazing customers, including giants like OpenAI and Notion. You’ll work closely with our Head of Revenue Operations and Customer Success leadership to optimize customer health, retention, and revenue growth. From refining processes to enhancing the customer journey, your contributions will be pivotal in implementing our strategic vision. If you’re someone who thrives in fast-paced environments, is curious by nature, and is savvy in SaaS and financial metrics, this role could be the perfect fit for you. You’ll also be at the forefront of optimizing our systems, collaborating across teams, and ensuring we remain aligned as we scale. With no signs of slowing down, your innovations and strategic mindset will not just make an impact; they will help propel Ashby to new heights. Come join us in creating groundbreaking solutions that are shaping the future of hiring excellence!

Frequently Asked Questions (FAQs) for Customer Success Strategy Operations Role at Ashby
What is the role of a Customer Success Strategy Operations at Ashby?

The Customer Success Strategy Operations role at Ashby involves driving the strategy, processes, and data-driven insights necessary for the Customer Success Team to achieve exceptional outcomes. You'll work on operationalizing strategies, analyze business dynamics, and enhance the customer journey among other key responsibilities.

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What qualifications are needed for the Customer Success Strategy Operations position at Ashby?

To excel in the Customer Success Strategy Operations role at Ashby, candidates should possess SaaS experience, financial literacy relevant to customer success benchmarks, and strong data analysis skills. Excellent communication and project management skills are also essential, given the collaborative nature of the role.

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How does Ashby approach customer success?

Ashby prioritizes a data-driven approach to customer success, where optimizing customer health and retention are key. This includes operationalizing strategies through refined processes, adopting new technologies, and ensuring cross-functional alignment to cater to customer needs.

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What does the interview process look like for Customer Success Strategy Operations at Ashby?

The interview process for the Customer Success Strategy Operations role at Ashby is thorough, comprising a recruiter screen, multiple interviews with team leadership, a challenge interview, and a virtual onsite session to ensure a fit both ways.

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Can you describe the work environment at Ashby for the Customer Success Strategy Operations role?

The work environment at Ashby is dynamic and fast-paced, where innovation is encouraged. Collaboration across various teams is key, creating a vibrant atmosphere that fosters both strategic thinking and actionable execution within the Customer Success Strategy Operations role.

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What kind of professional development opportunities does Ashby provide the Customer Success Strategy Operations team?

At Ashby, the Customer Success Strategy Operations team benefits from substantial professional development opportunities including a generous education budget, access to conferences, and a supportive environment for career growth and knowledge acquisition.

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What makes Ashby a great place to work for Customer Success Strategy Operations specialists?

Ashby is a fantastic workplace for Customer Success Strategy Operations specialists due to its culture of innovation, supportive leadership, and commitment to employee development. Our competitive benefits and focus on work-life balance also enhance the overall employee experience.

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Common Interview Questions for Customer Success Strategy Operations
How do you ensure the efficiency and effectiveness of the Customer Success Strategy Operations?

To ensure efficiency in Customer Success Strategy Operations, I regularly analyze processes and metrics, implement best practices across teams, and continuously seek feedback from team members and customers. I focus on refining workflows and leveraging CRM insights to drive operational improvements.

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Can you describe your experience with CRM tools in relation to Customer Success?

Absolutely! I have extensive experience working with CRM tools, particularly HubSpot, where I utilize reporting features to analyze customer health scores, track engagement metrics, and identify opportunities for upselling. My hands-on experience allows me to optimize workflows effectively.

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What are key metrics you track in a Customer Success Strategy Operations role?

Key metrics I track include Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn rates, product adoption rates, customer sentiment, and health scores. These metrics provide valuable insights for driving customer satisfaction and retention strategies.

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How do you approach process improvements in Customer Success Operations?

I approach process improvements by first conducting a thorough analysis of existing workflows and identifying bottlenecks. I then collaborate with relevant stakeholders to develop and implement targeted strategies that enhance efficiency and provide measurable results.

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Describe a time you improved customer onboarding processes.

In my previous role, I revamped the customer onboarding process by creating detailed playbooks and ensuring a seamless transition from sales to success teams. This not only reduced onboarding time by 30% but also resulted in increased customer satisfaction scores.

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What strategies do you use to enhance customer satisfaction?

To enhance customer satisfaction, I focus on proactive communication, personalized interaction, and regular check-ins to gather feedback. I also ensure that the Customer Success team is trained to understand customer needs and align strategies accordingly.

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How do you handle conflicts within cross-functional teams?

When conflicts arise within cross-functional teams, I prioritize open communication, actively listening to each party’s concerns. I facilitate collaborative discussions to find common ground and ensure public alignment on goals, fostering a spirit of teamwork and unity.

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What role does data play in your customer success strategy?

Data plays a pivotal role in my customer success strategy. I rely heavily on analytics to drive decision-making, understand customer behavior, and identify trends that can influence retention and upsell opportunities. It shapes my strategies significantly.

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What do you believe is the most important aspect of customer retention?

The most crucial aspect of customer retention is building strong relationships through consistent communication and value delivery. Understanding customer needs and aligning solutions accordingly cultivates loyalty and encourages renewals.

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How do you prioritize customer issues within a busy operational environment?

In a busy operational environment, I prioritize customer issues based on their impact and urgency. I categorize them, escalate critical issues promptly, and ensure that communication is clear so that customers are kept informed throughout the resolution process.

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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
November 27, 2024

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