Customer Success Strategy Operations Manager

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  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 playbooks
Analyze NRR, GRR, churn, adoption, health scores, and sentiment
Improve customer journeys from onboarding through support and renewal
Support headcount planning, capacity modeling, and quota setting
Implement KPIs and improve workflows, systems, and processes
Requirements:
Strategic mindset translating data into actionable recommendations
SaaS and financial literacy, including Customer Success benchmarks
Fast-growth SaaS experience in Customer Success or Revenue Operations
CRM reporting skills, preferably with Hub Spot experience
Strong communication, autonomy, curiosity, and attention to detail
Bring Customer Success operations, CRM reporting, and strategic analysis skills to help Ashby scale customer outcomes sustainably.