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 information or working with colleagues in an online collaborative environment - consumers simply expect realtime digital experiences as standard. At Ably were not just witnessing this revolution were 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 wed like your help.

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 youll own the success of Ablys Growth Success tier for customers spending between approximately $10k and $30k ARR. Were focused on delivering exceptional experiences for our customers and our developer community and this role is key in building that motion. Youll 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. Its hands-on data-informed customer work that gradually builds into something more systemic. Its a role for someone highly analytical whos excited by the combination of being hands-on with customers and improving the system that allows us to scale.

• 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. Youll be the human connection for accounts that arent yet covered by a scaled digital motion.
• Play a key role in building the digital CS motion. Youll design and implement Ablys 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. Youll work with product usage data consumption patterns and activation signals to understand what healthy and at-risk looks like across the segment. You dont 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. Youll manage that transition carefully maintaining continuity of experience while shifting those customers to the new model.
• Partner with Developer Experience. Ablys DevEx function owns the product-led self-serve success motion for all users. Your role layers revenue-focused engagement on top of that foundation. Youll work closely with DevEx to make sure the two motions are complementary and to share signal and insight across the two teams.

• 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 havent 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. Youre accountable for GRR and NRR and you know the difference between a customer who needs help one whos 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 dont 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.

• Experience in developer tools infrastructure or API products is a genuine advantage given Ablys technical customer base.
• Experience working with consumption-based or usage-based pricing models.

Were tackling planet-scale problems and our ambitions are a testament to that. Youll 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 can also read about the origins of Ablys core values on our blog.

We believe in fostering a culture thats 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 -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 youre welcome to work wherever suits best for you.
• Equity. Were 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.

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 wed love to hear from you regardless of whether you fit the job description exactly or not. If in doubt drop us an email; wed be more than happy to give you some advice on your application.