Team
We're a nimble team of humans working together to do big things.
Ashby is a remote-first company with colleagues working from 14 countries in North America and Europe. We meet in person at least once a year in Europe and in our office in San Francisco.
Our 2022 holiday book exchange ๐
Something I'm proud of at Ashby...
I want to make sure weโre on top of all our customersโ goals and tracking towards their definition of success. This is challenging at scale, so I created a metric called Customer Health that we track in our CRM. It allows us to quickly identify which customers arenโt on track yet and reach out to help them.
Something I've helped the team with...
Iโve helped set up a system for engineers (or other non-customer facing roles) at Ashby to shadow customer calls. This is so important to make sure our customersโ feedback stays really close to our product team and that our engineers can hear about how the tool is used out in the world. Itโs always fun to bring our team closer to the customers we work with!
Most surprising thing about Ashby...
How powerful our analytics feature set is! After learning the ins and outs and seeing how customers use it in different ways, Iโm endlessly impressed by how many insights can be generated!
Something I'm proud of at Ashby...
I'm most excited by how we're revisiting our customer engagement model ๏ผ we're determining how to best support different customer cohorts (based on what is most important to them and where they are in their journey with Ashby). This initiative includes playbooks such as 6 month health check-ins, account audits, and some new specialized offerings.
Something I've helped the team with...
Our customers are often eager to share a positive sentiment about Ashby (whether it be via LinkedIn, G2, or with us directly). I've put structure into how we facilitate customer reference calls with future customers so we can ensure alignment with Sales as well as a streamlined customer experience!
Most surprising thing about Ashby...
How aligned the teams are with our operating principles. They're not some esoteric guide; the framework is in practice each and every day, which yields tremendous cross-functional success.
Something I'm proud of at Ashby...
As the second Contract Manager hired at Ashby, I've had the opportunity to serve as a key contact for our Ashby anniversaries and Startup renewals. This role has contributed to the expansion of ARR and allowed me to be a point of reference for other teams at Ashby when questions or curiosity arise regarding contracts.
Something I've helped the team with...
I am currently working on documentation for our Contract Management Team, providing a central resource for teams to consult when handling contract-related requests. In addition, I am supporting both the Contracts and Startups Teams as we refine internal processes to positively impact our customers.
Most surprising thing about Ashby...
The speed at which our product team ships updates is remarkable. I've never worked for a company that values customer feedback and suggestions as much as Ashby does. It's both refreshing and exciting, and it's clear how much our customers appreciate it.
Something I'm proud of at Ashby...
I have contributed to designing and improving our structured onboarding process for new customers implementing our All-in-One product. We now have a more streamlined process to get Ashby implemented faster.
Something I've helped the team with...
Iโve created enablement documentation for our internal teams so we are all aligned on best practices for implementating Ashby with a customer!
Most surprising thing about Ashby...
There is intention and thought behind everything that is done at Ashby. Whether it is within the product or internal communication/collaboration, things arenโt being done just because. I can see that this deliberate intention has fostered a great internal culture at Ashby that does not feel chaotic for a startup.
Something I'm proud of at Ashby...
Time to value. I'm excited to help customers adopt Ashby as quickly and easily as possible and provide their team with the value that changes the scope of their entire talent acquisition team.
Something I've helped the team with...
Overall, very quick and organized. By far the easiest onboarding logistically speaking of the past 3 jobs I've worked.
Most surprising thing about Ashby...
People's energy. Everyone is thrilled to be here and work hard to build something amazing. Everyone is intelligent and experienced but humble and collaborative. Very much feels like a "let's do this together" mentality.
Something I'm proud of at Ashby...
Being an early hire on the CS Team, I've helped build out some of the core processes that the team uses when onboarding new and existing customers! Friday brainstorming sessions with my team are one of my favorite parts of the week and very productive!
Something I've helped the team with...
I've enjoyed helping bring insight into some of the more complex customer asks, and enjoy being able to relay that information to the rest of the team. Watching a request that I record from a customer go from idea, to being built, to being relayed back to the customer is rewarding!
Most surprising thing about Ashby...
How much customization is available within the product!! In the short amount of time that I have been here, seeing customers' reactions to a feature has been so exciting!
Something I'm proud of at Ashby...
In May 2023, I joined Ashby to assume the responsibility of customer renewals and build out a scalable contract management process. By July, I had complete autonomy over our customer renewals and contract inquiries, and was able to deliver transparent and on-time renewals for both our customers and Ashby. This transition has helped to improve our overall customer retention, while creating a more intentional and positive renewal experience.
Something I've helped the team with...
I was thrilled to see Ashby identify the need for my role early on as a company, as a dedicated Contract Management team is essential for allowing Sales and Customer Success to dedicate their efforts to bringing on and supporting Ashby customers. The commitment to customer growth and success was evident in this business decision, and has proven effective since I joined Ashby to take over renewals and contracts.
Most surprising thing about Ashby...
The pure delight of Ashby's customers will never cease to amaze me, and is unlike anything I have experienced in Saas. This is, of course, due to Ashby's overall vision and the high level of talent they have secured. Each team with Ashby brings an essential element that adds to the customer fandom over Ashby that we see each day. It is a joy to engage with customers who are so infatuated with the product and the Ashby way!
Something I'm proud of at Ashby...
Over my first year, I've been focused on change management for our largest enterprise customers and helping build a new scalable framework that reduces time-to-value and increases customer satisfaction. This initiative has been crucial in helping our customers adopt Ashby quickly and easily, providing their talent acquisition teams with game-changing value. I'm excited to see how this framework continues to evolve and benefit our largest customers.
Something I've helped the team with...
As Ashby continues to build our enterprise customer base, I've had a large focus on creating customer champions that can speak to their experience and do reference calls with potential clients. Changing ATS's is a large undertaking and meeting with similar companies in similar positions does a lot to build excitement and assuage any fears of switching.
Most surprising thing about Ashby...
The most surprising aspect of Ashby has been how well documented everything is. Startups of this size usually have a lot of info living in people's brains but there's a strong culture here around documenting processes and sharing information. It has made learning all the different parts of the company much easier than I expected coming in.
Something I'm proud of at Ashby...
I've been really excited to test different approaches to onboarding our customers - working closely with Morgan to try and figure out the best route to get a customer stood up and finding success with Ashby
Something I've helped the team with...
I'm currently working on building out a table of contents, with document summaries included, for the Customer Success team once they've onboarded - you read a lot during your onboarding phase, and the idea of this summary is to make it easier to go back and find a useful document that you may have read in week 2!
Most surprising thing about Ashby...
The speed which the team ships updates, fixes, and entire new features to the team. The cadence that we're getting things into our customer's hands is second to none, and we're constantly able to make our customer's lives much better!
Something I'm excited to work on at Ashby...
As the first CSM based in Europe, I'm super excited to help support our EMEA customers in getting the most out of Ashby. I'm also excited to leverage my past experience working in HR and recruiting tech to provide a smooth onboarding experience for customers and enable adoption across their organisation. I love working with data ๐ค so I'm looking forward to building out how we leverage this and enable teams to make data driven decisions through Ashby's epic reporting capabilities.
My onboarding experience at Ashby...
My onboarding experience has been great, the team was incredibly welcoming and supportive of my learning! Being the first High-Touch CS in the UK meant I was on a different timezone, but the team leaned in to support me by hopping on early calls which I'm super grateful for. I'm amazed by how well documented everything is and how if you have questions, you'll always find the answer!
Most surprising thing about Ashby...
How considered and thoughtful everyone...and everything is! From product releases that solve genuine pain points to the structure around internal communication. The team is incredibly efficient and collaborative, meaning we can truly support our customers and be proactive in addressing their priorities. Ashby listens to it's customers and employees, resulting in a truly excellent product and employee experience.
Something I'm proud of at Ashby...
I've helped document customer-journey milestones and enable fellow High Touch CSM's to work efficiently using documented playbooks and templates. As the team continues to grow, consistency in process and customer experience will help drive value and adoption for our customers and speed up the onboarding time for our new hires!
Something I've helped the team with...
I've helped document customer-journey milestones and enable fellow High Touch CSM's to work efficiently using documented playbooks and templates. As the team continues to grow, consistency in process and customer experience will help drive value and adoption for our customers and speed up the onboarding time for our new hires!
Most surprising thing about Ashby...
The size and efficiency of the team. From the outside looking in, you may guesstimate that the employee count is easily twice it's actual size. Ashby's attention to detail and emphasis on making the right hires culminates in an extremely effective, productive, and collaborative team with absolutely incredible results for the product and customers.
Something I'm excited to work on at Ashby...
I'd like to help make Ashby as intuitive as possible. As someone who has been a recruiter in the past, I know how much an ATS can effect the day-to-day of a recruiting team. Having a platform that is designed for them and that is flexible and scalable can make a huge impact on an organization.
My onboarding experience at Ashby...
My onboarding at Ashby was great! Though there is a ton to learn, they did a great job of breaking up the process into bite size pieces. The culture at Ashby is special, I felt welcomed from day one.
Most surprising thing about Ashby...
The most surprising thing about Ashby is the rate in which features are shipped. It feels like there are new features and additions to the platform on a weekly basis. To me, this shows how much we care about the end users experience and feedback.
