Strategic Implementation Specialist - EMEA

About the Role

Ashby is hiring a Strategic Implementation Specialist to join the Professional Services team within Customer Success. In this role, you will partner with strategic, mainly enterprise, customers across EMEA to lead implementations from start to finish, helping them launch smoothly, adopt Ashby effectively, and reach value quickly. The position is focused on thoughtful delivery, strong customer partnership, and shaping a positive early-stage customer experience.

What You’ll Do

• Own and run end-to-end implementation projects for new customers, making sure each rollout is well planned and completed successfully.
• Build implementation plans with customers in the strategic segment and guide them through setup, adoption, and go-live.
• Coordinate multiple complex onboarding workstreams at the same time while keeping timelines, expectations, and milestones aligned.
• Support customers in navigating change, answering questions, and adjusting workflows to fit their needs.
• Offer practical recommendations and best practices so customers can get the most value from the product.
• Act as a proactive customer advocate, maintaining clear communication and strong engagement throughout the implementation period.
• Work with internal partners across Customer Success, Sales, Product, Engineering, and Operations to keep delivery and priorities aligned.
• Spot recurring issues or opportunities, think critically about solutions, and help improve internal processes.

What Ashby Is Looking For

• Substantial experience leading several complex implementation or onboarding projects in parallel within a fast-growing B2B SaaS environment.
• Comfort working in a remote-first setup, with the ability to travel less than 10% when needed for strategic customer work.
• Strong familiarity with configurable software platforms, especially those involving multi-step workflows and integrations.
• Technical curiosity and the ability to understand how complex systems work together.
• Excellent customer management skills, including relationship building, communication, and expectation setting.
• Experience supporting change management and helping customers transition to new tools or processes.
• A habit of using thoughtful analysis and independent judgment rather than relying only on prior examples.
• Proven ability to collaborate cross-functionally and keep diverse stakeholders moving in the same direction.

Who You’ll Fit Best With

• You communicate clearly, ask focused questions, and can simplify complex topics for others.
• You listen carefully and bring the customer’s voice into internal discussions.
• You enjoy solving difficult problems with scalable, practical approaches.
• You care about process quality and are motivated to improve how work gets done.
• You are detail-oriented, technically strong, and comfortable working on internal operations.
• You use data and metrics to guide decisions and track success.
• You adapt well in a fast-moving environment.
• You enjoy coaching and helping customers learn and grow.

Who May Not Be the Right Fit

• You prefer working on-site instead of remotely.
• You are not drawn to customer-facing work that combines technical and interpersonal responsibilities.
• You prefer strategy without owning execution.
• You want to work only on simple, point-solution products.
• You prefer building once rather than continuously improving and refining solutions.

How Ashby Works

Ashby values thoughtful execution, strong product quality, and deep expertise. The company believes that smaller teams of highly capable people, supported by the right environment, often outperform larger teams. Ownership, principled decision-making, and clear communication are central to how the team operates.

Interview Process

The hiring process is designed to help candidates present their best work and understand the role clearly.

• 30-minute recruiter screen with the Talent team
• 45-minute interview with Morgan, the hiring manager, and the Head of Professional Services
• 60-minute mock call with two Implementation Specialists
• Final round: 30-minute discussion on customer adoption with the Head of Dedicated Customer Success and one Strategic CSM
• Final round: 30-minute interview with the VP of Customer Success
• Final round: 10-minute closing questions with the hiring manager

Benefits

• You will have the time and space to do work properly, with a strong emphasis on quality over shortcuts.
• You will work on a product that customers are genuinely enthusiastic about.
• Competitive compensation is offered.
• Stock options come with a 10-year exercise window, giving you flexibility if you leave the company.
• Unlimited paid time off is available, with four weeks recommended each year.
• In the US, family leave is fully paid for 12 weeks; the company intends to extend this over time to employees in other countries as circumstances allow.
• A generous budget is provided for equipment, software, and office furniture.
• A $100 monthly education allowance is included, with larger expenses such as conferences available subject to manager approval.

Equal Opportunity and Hiring Notice

Ashby offers equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The company is committed to a diverse and inclusive workplace and welcomes candidates from all backgrounds, experiences, perspectives, and abilities.

The company also states that this is an active vacancy and that artificial intelligence-driven tools may be used to support screening, assessment, and selection during recruitment.

Compensation

The stated compensation range for this role is £90K to £136K.