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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 Senior Manager 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. 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. 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. - Optimizate 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) - Collaborate Cross-functionally: 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: 1. Recruiter Screen with Talent Acquisition Team - 30 minutes 2. Hiring Manager Interview / Career Deep Dive - 60 minutes 3. Challenge Interview - 45 Minutes 4. Final Round / Virtual Onsite - 2 hours ABOUT ASHBY We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://www.ashbyhq.com/%EF%BF%BC%EF%BF%BCWehttps://www.ashbyhq.com/ We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have thousands of amazing customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier (and many others who we cannot name!). Our growth and retention metrics are best-in-class among our peers: we have tens of millions in ARR, growing >100% year over year, very low churn, and many years of runway. We’ll share more details once we meet. In short, it's the perfect time to join! 🚀 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. 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. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Listed by Ashby for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

272 days ago

Senior Manager, Strategic Customer Success

Vanta · USA

Pay

$198k–233k

Setting

Remote

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At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As Senior Manager, Strategic Customer Success, you will lead a team of experienced Customer Success Managers supporting Vanta's largest, most complex Fortune 500 customers through sophisticated GRC implementations and compliance programs. This is a specialized leadership role designed for seasoned GRC and Security compliance professionals who bring deep SaaS Customer Success, auditing and/or compliance consulting backgrounds combined with strategic customer advisory and people management capabilities. You'll own the delivery of measurable customer outcomes across complex, multi-framework compliance programs (SOC 2, ISO 27001, HIPAA, PCI DSS, NIST), while building a high-performing team that operates as trusted GRC advisors to C-level executives and security leaders. WHAT YOU'LL DO Lead & Develop a High-Performing Customer Success Team - Hire, mentor, and develop Strategic CSMs with the technical depth to advise on enterprise compliance programs - Build clear operating rhythms and success metrics that enable your team to operate as trusted GRC advisors - Coach your team to navigate complex audit scenarios, control frameworks, and executive stakeholder conversations Drive Strategic Customer Outcomes - Diagnose challenges across Fortune 500 compliance programs and proactively design solutions rooted in GRC best practices - Define and evolve Vanta's upmarket GRC advisory motion, including framework-specific methodologies and compliance planning - Use data to understand portfolio health, forecast compliance risks, and drive prioritization across complex regulatory environments Demonstrate Strategic Leadership & Influence - Operate at multiple altitudes: zoom out to identify systemic compliance program issues, zoom in to solve control-level details - Partner with Product, Sales, and Solutions teams to influence roadmap priorities based on enterprise regulatory requirements - Represent the voice of Fortune 500 compliance leaders internally, translating customer needs into business strategy - Guide your team through complex compliance escalations with expertise, steadiness, and principled decision-making Engage Strategically With Executive Customers - Travel for onsite engagements with CISOs, Chief Compliance Officers, and audit committees (approximately 25–40%) - Lead Executive Business Reviews focused on compliance program maturity, risk posture, and audit readiness - Strengthen executive alignment around GRC outcomes and demonstrate Vanta's strategic value to enterprise security programs Apply Deep GRC & Security Compliance Expertise - Serve as the primary Vanta'n subject matter expert for Fortune 500 customer compliance engagements, advising on SOC 2, ISO 27001, HIPAA, PCI DSS, NIST, and other frameworks - Guide customers through complex, multi-business-unit GRC implementations with strict regulatory and financial boundaries - Diagnose compliance program gaps and translate complex regulatory requirements into actionable roadmaps for enterprise security teams - Provide expert guidance on audit preparation, control implementation, and compliance program maturation WHAT WE'RE LOOKING FOR SaaS Security and/or GRC Expertise - Credible technical depth to engage CISOs, Chief Compliance Officers, and audit committees - GRC exposure across SOC 2, ISO 27001, HIPAA, PCI DSS, NIST frameworks - Showcase an understanding of control frameworks, audit methodologies, evidence collection, and compliance program design - Experience advising Fortune 500 organizations on complex, multi-framework compliance implementations Strategic Customer Advisory & Executive Leadership - Proven ability to serve as a trusted advisor to C-level executives on compliance strategy and risk management - Strong executive presence with experience leading high-stakes conversations with senior security and compliance leaders - Track record of owning strategic problems, building scalable GRC advisory frameworks, and driving outcomes independently People Management & Team Development - 4+ years leading customer-facing or consulting teams (Customer Success, Compliance Advisory, or similar) supporting Enterprise+ accounts - Demonstrated success hiring, developing, and coaching technical teams to operate as subject matter experts - Ability to build team culture around compliance excellence, customer obsession, and continuous learning Leadership Capabilities - Strategic Ownership: Identifies compliance program challenges and drives solutions forward without waiting for direction - Data Literacy & Business Acumen: Uses metrics to diagnose GRC program performance, set priorities, and communicate impact - Communication & Influence: Brings clarity to complex compliance topics; aligns stakeholders across technical and executive levels - Resilience & Iteration Speed: Responds to audit challenges, regulatory changes, and escalations with composure and resourcefulness Skills & Attributes & Nice to Haves - Demonstrable auditing background (Big 4, compliance consulting firms, or in-house audit leadership roles) - Exceptional critical thinking and structured problem-solving for complex compliance scenarios - Comfort leading teams through regulatory uncertainty and audit pressure - Deep knowledge of the cybersecurity audit process and compliance program lifecycle - Industry certifications (CISA, CISSP, CISM, ISO 27001 Lead Auditor, CRISC) strongly preferred WHY VANTA - Competitive compensation - Fully covered medical, dental, and vision (including dependents) - 16 weeks fully paid parental leave - 401(k) match - Health, wellness, and remote-work stipends - Flexible hours & open PTO - Offices in San Francisco, New York, Dublin, and Sydney To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials. #LI-remote At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply. About Vanta We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent. Referral Instructions If you are being referred for the role, please contact that person to apply on your behalf.

Listed by Vanta for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

273 days ago

Technical Customer Success Manager, NA (remote)

Nash · United States

Pay

$90k–140k

Setting

Remote

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Technical Customer Success Manager, NA (remote) Location Remote, US Employment Type Full time Location Type Remote Department Customer Experience Overview Application About the Role We’re hiring a Technical Customer Success Manager to own and grow some of our most strategic enterprise accounts. This is not a temporary or project-based role—you are the long-term owner of the customer relationship, accountable for adoption, performance, and ongoing outcomes. Acting as an embedded partner, you will work directly with customer product, engineering, and operations teams to design, deploy, and continually optimize solutions on Nash’s platform. This role sits within our Customer Success organization and blends strategic account leadership with hands-on technical problem solving. You will drive adoption, reduce defects, improve operational performance, and ensure customers realize meaningful business impact. In short: you own the account, the results, and the success of the partnership. Responsibilities Own enterprise customer accounts end-to-end — act as the single point of accountability for adoption, performance, and growth. Partner closely with customer product and engineering teams to design, deploy, and scale solutions on Nash’s platform. Become a true Nash expert — understand platform capabilities and limitations as well as anyone in the company. Use your expertise to advise customers, guide integrations, and identify improvement opportunities. Drive measurable outcomes across KPIs such as delivery performance, defect reduction, and cost efficiency. Lead account growth and retention by ensuring customers realize ongoing value and by surfacing new expansion opportunities. Troubleshoot and resolve integration or workflow challenges in collaboration with customer engineers and Nash’s internal teams. Act as the internal advocate for your accounts, ensuring their priorities are represented across cross-functional initiatives. Qualifications (Must-Have) 5+ years in a customer-facing, technical role such as Technical CSM, Technical Account Manager, Solutions Engineer, Forward Deployed PM, or similar. Proven success owning enterprise customer relationships and driving adoption, performance, and growth. Strong technical fluency — comfortable with APIs, integrations, debugging workflows, and collaborating with engineering. Experience advising customer product/engineering leaders and translating technical concepts into business outcomes. Strong analytical and problem-solving skills with the ability to diagnose root causes in complex systems. Demonstrated ability to rapidly master a product and use that knowledge to guide customers and shape feedback. Excellent communication and executive-presence skills. Nice-to-Have Experience in last-mile logistics, supply chain, or complex B2B SaaS systems. Experience in high-growth startups or enterprise retail environments. Familiarity with API docs, observability platforms, SQL, Python, or engineering workflows. Background in consultative roles involving both technical depth and commercial accountability. More about Nash Nash is the platform that powers modern logistics. Commerce has inverted. For decades, customers came to where products and services were. Now products and services come to them, on their terms, in real time. That shift has turned every company into a logistics company, even though almost none of them were built to be one. Couriers, fleets, gig workers, parcel carriers, in-store labor, and increasingly autonomous systems all have to be coordinated in real time, against tighter windows and rising expectations, with hard-fought customer trust on the line. Nash unifies decisioning, execution, and capacity into a single programmable platform. Real-time, AI-native intelligence determines what should happen, operational control executes it, and the platform dynamically orchestrates capacity from any source: a company's own fleets, partners, or the Nash delivery network. Whether a job involves a courier, a gig driver, an internal fleet, a store employee, a technician, or an autonomous vehicle, Nash selects the right resource and manages execution through completion. We power delivery and logistics for some of the most recognizable brands in commerce, including Walmart, Urban Outfitters, 7-Eleven, and Woolworths, alongside platforms like Shopify and Toast. Over the next decade, logistics will become as foundational to commerce as payments, cloud, and connectivity. Nash is the platform that powers it. Nash was founded in 2021 by Mahmoud Ghulman (2x Founder, MIT) and Aziz Alghunaim (2x Founder, 2x YC, Ex-Palantir, MIT) and is backed by Y Combinator, a16z, and other top investors. We are headquartered in San Francisco. What You’ll Love About Us ✅ Early-stage, well-funded startup – directly impact the company and grow your career! ✅ Quarterly broader team on-sites to bond with teammates ✅ Competitive compensation and opportunity for equity ✅ Flexible paid time off ✅ Health, dental, and vision insurance Apply for this Job Powered by Privacy PolicySecurityVulnerability Disclosure

Listed by Nash for a position based in the United States. Employers on this board attest they are hiring domestically.

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