Growth Customer Success Manager

🕒 May 15

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Ably

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔌 API

🤝 B2B

🛍️ eCommerce

API • B2B • eCommerce

Ably is a real-time messaging platform that enables developers to build scalable applications without needing to manage complex infrastructure. Its streamlined APIs allow for features like live updates, chat, data synchronization, and notifications, ensuring reliable communications across various industries. With a focus on performance, Ably provides guaranteed data delivery and ordering, catering to enterprises in sectors such as sports, finance, healthcare, and eCommerce.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.