Manager of Implementations, High Touch - EMEA

Manager of Implementations, High Touch - EMEAHi, I’m John and I’m the Head of Professional Services at Ashby. 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 am thrilled to be hiring an EMEA Manager of High Touch Implementations! As a leader on our growing Professional Services team (within Ashby’s Customer Success organization), you’ll have the opportunity to play a key role early in our customers’ journey, ultimately upleveling the overall customer experience.

About this role:As our Manager of High Touch Implementations in EMEA, you will play a key role in ensuring high-quality experiences for customers beginning their Ashby journey. You will lead an EMEA-based team of Implementation Specialists aligned to our High Touch (mid-market) customers, reporting into our EMEA Manager of Implementations. You will oversee the delivery of segment-aligned implementation experiences, and will partner cross-functionally to support scoping and planning for prospective customers.

Role requirements:

• Implementation & Project Management: You have extensive experience managing and executing implementation and onboarding projects (defining the work, aligning with stakeholders, communicating the project plan, and ultimately delivering results in accordance with the agreed upon expectations). You keep the team on track to ensure milestones are met. You work effectively in a remote-first setting, with the ability to travel <10% as needed for strategic customer engagements.

• Team Leadership: You build and scale high-performing teams, empowering them to achieve outcomes that meet or exceed the high standards set by our team and company.

• Customer Centricity: You are adept at understanding customer needs and tailoring implementations to meet their specific requirements. You build strong customer relationships by maintaining high levels of engagement and communication; you’re the customer’s proactive guide and advocate throughout the implementation period.

• Bias for Action: You move work forward, translating ambiguity into clear paths, driving toward outcomes, and ensuring follow-through.

• Regional Focus: You leverage your understanding of the EMEA market to define and evolve how implementations are delivered, ensuring our approach optimizes for regional considerations and scales without compromising quality.

• Fluency with Enterprise Motions: You are comfortable operating in complex enterprise environments with multiple stakeholders, competing priorities, and evolving requirements. You are experienced in navigating change management processes at scale and helping customers adapt to new systems and a refreshed approach.

• Technical Proficiency: You have a solid understanding of a complex product (ideally Ashby) and its technical intricacies; you are technically curious and creative.

• Critical Thinking & Solutions Orientation: You proactively address thematic customer opportunities and improve our processes accordingly. You don’t rely only 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.

What Success Looks Like:

• EMEA customers achieve time-to-value quickly and predictably

• Implementation quality is consistent across segments without feeling templated

• Upmarket customers receive an enterprise-ready onboarding experience

• Clear, effective transitions into Customer Success support strong adoption momentum

• Scalable processes reduce manual effort while preserving qu...