Ably · London
Growth Customer Success Manager
Our everyday digital experiences are in the midst of a realtime revolution. Whether chatting alongside a livestreaming event, receiving realtime financial infor...
Our everyday digital experiences are in the midst of a realtime revolution. Whether chatting alongside a livestreaming event,
receiving realtime financial information, or working with colleagues in an online collaborative environment - consumers simply
expect realtime digital experiences as standard. At Ably we’re not just witnessing this revolution, we’re powering it - at scale.
At the heart of our mission lies a commitment to putting developers first. Ably provides a suite of products to build, extend, and
deliver powerful digital experiences in realtime, delivering billions of messages for millions of devices every day and supporting
organizations like Harness, EA, Panasonic and HubSpot.
Working at Ably means helping to build the infrastructure and technology that will power and shape the future of the internet. The
opportunity in front of us is immense. And we’d like your help.
ABOUT THIS ROLE
We are building a new customer success motion from the ground up, and this role is at the centre of it. As our Growth Customer
Success Manager, you'll own the success of Ably's Growth Success tier for customers spending between approximately $10k and $30k
ARR. We’re focused on delivering exceptional experiences for our customers and our developer community, and this role is key in
building that motion. You’ll focus on helping developers understand, adopt and scale with Ably, manage renewals and help to build
the engine that powers a scaled, digital CS function for Growth.
This is not a position where you inherit a programme and run it. It's hands-on, data-informed customer work that gradually builds
into something more systemic. It’s a role for someone highly analytical, who’s excited by the combination of being hands-on with
customers and improving the system that allows us to scale.
DAY TO DAY YOU WILL
- Own retention and expansion for Growth tier accounts. You will be directly accountable for GRR and NRR within the Growth tier,
including managing renewals, identifying expansion opportunities, and flagging accounts that should be elevated to Dedicated CS
or Sales. You’ll be the human connection for accounts that aren't yet covered by a scaled digital motion.
- Play a key role in building the digital CS motion. You’ll design and implement Ably's first scaled customer success programme
for the Growth tier. This means defining which product and revenue signals matter, building health scoring for the segment,
creating automated lifecycle journeys, and establishing the playbooks that drive engagement at scale. You will determine what
"good" looks like for this segment and build the system to deliver it.
- Run the product intent engine. You'll work with product usage data, consumption patterns, and activation signals to understand
what healthy and at-risk looks like across the segment. You don't need to be a data engineer, but you do need to be comfortable
pulling your own analysis, identifying trends, and translating what you find into action. Working with our data warehouse
(Snowflake), CRM (HubSpot) and product analytics will be a key part of the job.
- Support the transition from high-touch to scaled. Some accounts currently receiving dedicated CSM support will move into the
Growth tier. You'll manage that transition carefully, maintaining continuity of experience while shifting those customers to
the new model.
- Partner with Developer Experience. Ably's DevEx function owns the product-led, self-serve success motion for all users. Your
role layers revenue-focused engagement on top of that foundation. You'll work closely with DevEx to make sure the two motions
are complementary, and to share signal and insight across the two teams.
WE'D LOVE TO TALK IF YOU HAVE
- Approximately 4-7 years experience in Customer Success at a technical B2B SaaS company.
- Exposure to scaled, digital, or tech-touch CS programmes. You understand how data and automation drive outcomes at volume, even
if you haven't built a motion from the ground up yourself.
- Comfort working with usage data and BI tooling to identify trends and make decisions independently. Experience with Metabase,
Snowflake, or similar is a strong advantage.
- A clear understanding that CS is a revenue function. You're accountable for GRR and NRR, and you know the difference between a
customer who needs help, one who's ready to expand, and one who should be escalated.
- The instinct to turn a solved problem into a repeatable playbook rather than a one-off fix. You have a builder mindset and are
energised by creating structure where none exists.
- Enough technical fluency to hold your own with developer audiences. You don't need to be an engineer, but you should be
comfortable in technical conversations and able to interpret product usage patterns.
- Experience of using AI as part of your workflow and an understanding of how it can accelerate your research and analysis.
- Strong written and verbal communication skills, and the ability to work cross-functionally with Sales, Product, and
Engineering.
BONUS POINTS IF YOU HAVE
- Experience in developer tools, infrastructure or API products is a genuine advantage given Ably's technical customer base.
- Experience working with consumption-based or usage-based pricing models.
WHAT’S IT LIKE TO WORK AT ABLY?
We’re tackling planet-scale problems and our ambitions are a testament to that. You’ll join a successful, deeply motivated and
collaborative team that thrives on innovation, experimentation and autonomy. To get a sense of life at Ably, visit our careers
page. You can also read about the origins of Ably's core values on our blog.
We believe in fostering a culture that's built on inclusivity and mutual respect among all team members, and we recognise that
each individual is different and will want to be supported in their role in different ways. We provide a range of perks and
benefits to aid folks' development and wellbeing, allowing them to be their best selves and do great work.
- A remote-first and flexible work environment. UK-based teams come together in person once per month in our London hub (next to
Old Street) and we get together as a company twice per year. Aside from that, you’re welcome to work wherever suits best for
you.
- Equity. We’re a growing start-up and we want all team to members to share in the success of the company through our EMI share
options programme.
- Enhanced holiday allowance. Our policy provides Ablyans with 28 days of paid annual leave (27 regular days, plus a day off to
enjoy your birthday).
- Enhanced parental leave package, so that you can take the time you need to get to know your new family member, rest and
recover.
- Home workstation budget of £500 on joining (and £150 p/a thereafter), so that your home office is set up to serve you well and
that you have everything you need to work comfortably.
- Personal learning and development budget of £1000 annually, and 5% L&D time during working hours to focus on improving your
skillset.
- Private healthcare with BUPA.
- Medical cash plan to cover a range medical and dental costs.
- Mental wellbeing coaching and counselling from Self Space.
- Monthly wellbeing budget via Juno.
- Life assurance and income protection.
- Access to Tech & Cycle to Work schemes.
- Weekly snack allowance for our end-of-week “Need To Know” meeting.
- A fully-paid one-month sabbatical after five years with Ably.
DIVERSITY, INCLUSION & BELONGING AT ABLY
We believe our differences as individuals is what makes us great. Our people are at the heart of what we do, and we encourage
everyone to be their most authentic self at Ably: we see inclusivity and openness as fundamental to creating long-term success as
an organization. We encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation,
parental status, race, religion, educational background or neurodiversity. Ably has an amazing opportunity ahead of us, and we
want anyone to be able to contribute to that opportunity.
If you enjoy working as part of a technology company, value open source, and love solving hard problems - then we’d love to hear
from you, regardless of whether you fit the job description exactly or not. If in doubt, drop us an email; we’d be more than happy
to give you some advice on your application.
Role
Growth Customer Success Manager
Category
Kundtjänstpersonal
Locations
Published
May 15
Deadline
August 16