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Operations Excellence Lead

hace 2 semanas

San Fernando del Valle de Catamarca, Catamarca, Argentina Ashby A tiempo completo

We're Ashby, a pioneering enterprise software company revolutionizing the way talent leaders, recruiters, and managers achieve hiring excellence.

With a strong focus on innovation and customer satisfaction, we're scaling rapidly and seeking a talented professional to drive our Customer Success operations forward.

The ideal candidate will have a proven track record in Customer Success or Revenue Operations, with experience in fast-growth SaaS environments. They'll be responsible for analyzing business dynamics, partnering with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment.

Our Customer Success team is dedicated to delivering exceptional outcomes for our customers. We're committed to preserving and enhancing this high standard of customer care while ensuring our processes, tools, and insights evolve to support sustainable growth.

**Key Responsibilities**

  1. Analyze business dynamics, partnering with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment.

  2. Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.

  3. Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting.

  4. Implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes.

  5. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc).

  6. E nsure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.

  7. Lead the roll-out and adoption of new processes or workflows to the CS team.

**Requirements**

  • A self-starter, innately curious in your approach.

  • SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g. ideal book sizes).

  • A strategic mindset, with the ability to distill data into actionable recommendations.

  • Detail-oriented and committed to data accuracy and process quality.

  • Experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role.

  • Skilled in CRM reporting, with preference for HubSpot experience.

  • Ability to work autonomously, managing multiple tasks and deadlines effectively.

  • Excellent communication skills, 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**

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 - 30 minutes.

  3. Challenge Interview - 45 minutes.

  4. Virtual Onsite - 105 minutes.

**Benefits**

  • Ten-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.