[Hiring] Growth Customer Success Manager @Ably

Role Description

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.
• 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.
• Play a key role in building the digital CS motion.
• Design and implement Ably's first scaled customer success programme for the Growth tier.
• Run the product intent engine.
• Support the transition from high-touch to scaled.
• Partner with Developer Experience.

Qualifications

• Approximately 4-7 years experience in Customer Success at a technical B2B SaaS company.
• Exposure to scaled, digital, or tech-touch CS programmes.
• Comfort working with usage data and BI tooling to identify trends and make decisions independently.
• A clear understanding that CS is a revenue function.
• The instinct to turn a solved problem into a repeatable playbook.
• Enough technical fluency to hold your own with developer audiences.
• Experience of using AI as part of your workflow.
• Strong written and verbal communication skills.

Requirements

• Experience with Metabase, Snowflake, or similar is a strong advantage.
• Ability to interpret product usage patterns.

Benefits

• A remote-first and flexible work environment.
• Equity through our EMI share options programme.
• Enhanced holiday allowance of 28 days of paid annual leave.
• Enhanced parental leave package.
• Home workstation budget of £500 on joining (and £150 p/a thereafter).
• Personal learning and development budget of £1000 annually.
• Private healthcare with BUPA.
• Medical cash plan to cover a range of 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.