Head of Professional Services

One of my favorite aspects of Ashby is our operating principle of Continuous Improvement. Coupled with our principle of caring deeply about our customers, we often find ourselves wondering ‘what is a better way to accomplish this’. That’s why I’m thrilled to be hiring our Head of Professional Services! As a leader on our Customer Success team, you’ll have the opportunity to elevate the customer experience to the next level through operational excellence and programmatic efforts. You’ll join the current leadership team, working alongside our Heads of: Strategic Customer Success, High Touch CS, Startup CS, Support and Contract Management.

About this role:

As the Head of Professional Services, you will play a pivotal role in ensuring our customers continue to have remarkable experiences with Ashby as we scale.

You will shape our Professional Services offerings to support each segment of our customer base (Small Businesses through Enterprise) by refining our current SKUs and creating new ones to meet various customer needs. You’re comfortable partnering in Sales conversations, creating and executing custom statements of work for bespoke offerings. Ultimately – you care deeply about the opportunities before our customers and 1) understand how to package offerings to help them achieve their goals with Ashby while 2) leading (and growing) our team of Recruiting Operation Consultants and Implementation Specialists.

Role requirements:

• Programmatic Experience: You have B2B SaaS experience in which you’ve developed and implemented scalable Professional Services programs (such as training and enablement) to increase customer retention and growth, or otherwise combat churn.

• Implementation Expertise: You have extensive experience managing and executing large scale custom implementation projects (scoping the work, aligning with stakeholders, managing the project plan, navigating change management, and ultimately delivering results in accordance with the defined expectations).

• Strategic Thinking: You are skilled at understanding and improving the customer experience through service offerings. You are keen to build an elevated Professional Services function, ensuring team goals connect to company objectives.

• Innovative & Principled Approach: You proactively address thematic customer opportunities and improve our processes accordingly. You don’t rely on ‘I’ve seen this done’ but instead think critically to solve problems.

• Cross-functional Collaboration: You effectively partner with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align and define progress.

• Proven Leadership: You have a track record of successfully growing, leading and developing high-performing teams in a SaaS environment, bolstering a culture of excellence.

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