Strategy & Operations, Customer Success

Remote Flexibility: Ashby hires across the US and Canada, and while no explicit timezone requirement is stated, a Customer Success Strategy & Operations role typically involves regular collaboration with CS leadership, Finance, and cross-functional teams. Expect some synchronous availability during US business hours (PT–ET), making this better suited to nomads in the Americas or early-morning Western Europe than Southeast Asia or East Asia.

Async Culture Signals: The role involves a lot of independent analysis, framework design, and reporting — tasks well-suited to async work. However, change management and cross-functional alignment duties suggest frequent live meetings. This is a hybrid async role
, not fully async.

Visa Considerations: With hiring open to both the US and Canada, digital nomad visa options are limited within those regions. If you hold a US or Canadian work authorization, you're well-positioned. Non-residents should note this role appears to require residency in one of these two countries.

Travel-Friendly Perks:

• Generous equipment & software budget — great for setting up a mobile workstation
• $100/month education budget (conferences covered with approval) — potential travel perk
• Unlimited PTO (4 weeks recommended) — solid window for extended travel between projects

If you're a nomad based in Lisbon or Medellín without US/CA authorization, this role is likely out of reach geographically. Focus your search on roles explicitly open to EU or LATAM residents.

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.

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 &…