Renewal Manager, High Touch - Americas

Hello! I am Alex, Head of Contract Management at Ashby. We are looking for a highly driven individual to guide our customers through renewal processes, taking an approach that aims to achieve success for both the customer and Ashby. We are building a team that takes pride in contract renewals work; this function serves an incredibly important role in the success of our customers and the business.

The Contract Management team at Ashby allows our Sales team to focus on supporting prospective buyers on their journey to becoming an Ashby customer, while simultaneously allowing our Customer Success team to focus on the growth and success of our existing customers. With this harmonious relationship and partnership across the internal teams, we are able to make renewal and contract conversations meaningful and relevant to the needs of our customers, providing a top tier experience with Ashby. 

About The Role 

As an Ashby Contract Manager for High Touch accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers ranging in size from 100-1,000 (and growing) employees. You will manage customer renewals and advanced contract questions, and will collaborate closely with a number of internal teams. 

You will work to identify the right personas and key internal stakeholders across the business, and coordinate internal collaboration across Customer Success, Sales, and Product to solve for scaling customers’ needs at time of renewal. This role requires a commitment to a deeper product knowledge to seamlessly solve for customer’s expanding needs at renewal, and the ability to negotiate complex contracts with a creative approach, rooted in product value.  
With a focus on assisting scaling mid-market companies fully leverage Ashby, you will identify opportunities to enhance existing customers’ experiences within the product at time of renewal. Your work as a Contract Manager directly impacts our broader business goals, with Ashby’s Operating Principles woven into our processes.

This position requires expertise in core contract management competencies:

• Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render
• Leading the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer’s needs
• Building and maintaining trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle
• Managing day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance
• Understanding contract terminology and how to communicate these terms to customers

Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships. In this role, you will work closely with our customers to ensure they receive maximum value from our offerings, ultimately contributing to customer retention and satisfaction. You will work closely in partnership with Sales and Customer Success to ensure that the right resources are engaged to maximize customer growth, driving expansion and renewal. These relationships you will build both internally and externally are paramount to the success of your renewals; both our customers and cross-functional colleagues place their trust in us to achieve equitable solutions in a timely manner. 

Ashby takes tremendous pride in our software; as such, we encourage all employees to have rich product knowledge. While the scope of your role does not require technical product aptitude, we will empower you with product knowledge to ensure you’re well-positioned for customer conversations (e.g. should tech stack pricing efficiency surface in a renewal, you are comfortable communicating our differentiators).

You could be a great fit if:

• You enjoy finding creative solutions for complex situations – this in turn will allow you to successfully solve for both the customer and Ashby
• You are solutions-oriented – there is a solution to every problem or challenge we may face in Contracts
• You are detail-oriented – we work across many different systems, with fact-checking and record-keeping a paramount priority for this contracts role
• You are adaptable – you are able to be continuously learning and applying these learnings to your daily work
• You excel at cross-functional collaboration, leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals
• You have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism (strong public speaking skills translate well to this role)
• You delight in having autonomy over your schedule — there is a high level of accountability at Ashby, and we rely on you to complete your work; while all of your work will be visible to the entire company, you will be responsible for managing your time
• You display empathy in situations that require it – you understand where our customers are coming from and strive to find a solution accordingly
• You value transparency – there is clarity and honesty in every step of our renewal process, and within Ashby as a company

You might not be a great fit if:

• You avoid taking ownership, and prefer to hand off various tasks
• Dynamic situations make you uncomfortable
• You find pricing conversations and negotiations demanding and taxing
• You do not enjoy admin work and prefer to be in face-to-face meetings all day
• You find it challenging to devise creative solutions for complex situations, which may hinder your ability to effectively address the needs of both the customer and Ashby.
• You prefer to work independently and not collaboratively
• You prefer a rigid schedule with limited autonomy, as you find accountability challenging
• You have difficulty working remotely full time

Our Culture

Our co-founders have written authentic pieces about Ashby’s communication and operating principles. As a company, we hire fewer, stronger people and provide them with clear ownership over a specific scope of work. Our Customer Success team, in particular, prioritizes solving for the customer. Our hope is to hire a driven Contract Manager who embodies empathy and curiosity to join the team.

Interview Process

• Recruiter Screen with Talent Acquisition Team: 30 minutes
• Hiring Manager Interview: 45 minutes
• Take Home Assignment: 30-45 minutes

• Final Panel:

  • Working Cross-Functionally with CS and Sales: 30-45 minutes

  • Contract Management at Ashby: 30-45 minutes
  • Negotiation and Stakeholder Management: 30 minutes
  • Closing Questions: 15 minutes

About Ashby

We’re building the next generation of recruiting software and we’re starting with a suite of products that helps talent leaders, recruiters, and hiring managers run an efficient and data-driven hiring process.

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

• Competitive salary and equity.
• Opportunity to work with a talented and passionate team.
• 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’s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. I hope that excites you enough to apply.

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.