SMB Customer Success Manager - Americas

Ashby is seeking a remote SMB Customer Success Manager to join their team in the US or Canada. In this mid-level position, the successful candidate will manage a portfolio of early-stage customers, serving as their primary contact through shared inbox communications and customer calls. Daily responsibilities include creating onboarding materials, documentation, and e-webinars to facilitate customer independence, as well as providing direct support via email and calls when necessary. Candidates should have at least two years of experience in customer-facing roles, such as SMB Customer Success Manager, Account Manager, or Program Manager, particularly with complex products similar to tools like Zapier or HubSpot. The role involves taking ownership of medium and large projects that enhance team operations, including developing in-app onboarding experiences and retention best practices. This position is ideal for individuals who enjoy becoming product experts and are adept at helping customers navigate complex challenges. The role is fully remote, allowing for flexibility in work arrangements.