Ably
GrowthCustomerSuccessManager
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“Growth Customer Success Manager at Ably. Skills: owning retention and expansion for Growth tier accounts, building the digital CS motion, running the product intent engine, supporting the transition from high-touch to scaled, partnering with Developer Experience. Own retention and expansion for Growth tier accounts. Manage renewals”
What You'll Achieve.
Own retention and expansion for Growth tier accounts; Directly accountable for GRR and NRR within the Growth tier; Deliver exceptional experiences for our customers and our developer community; Help developers understand, adopt and scale with Ably; Build the engine that powers a scaled, digital CS function for Growth
Industry & Context.
analytical; identify trends; translating what you find into action; problem-solving
What They're Looking For.
Must Have
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, Enough technical fluency to hold your own with developer audiences, written and verbal communication skills, ability to work cross-functionally with Sales, Product, and Engineering
Nice to Have
Experience in developer tools, infrastructure or API products, Experience working with consumption-based or usage-based pricing models, Experience of using AI as part of your workflow and an understanding of how it can accelerate your research and analysis
What You'll Do.
Own retention and expansion for Growth tier accounts
Identify expansion opportunities
Flag accounts that should be elevated to Dedicated CS or Sales
Be the human connection for accounts that aren't yet covered by a scaled digital motion
Design and implement Ably's first scaled customer success programme for the Growth tier
Define which product and revenue signals matter
Build health scoring for the segment
Create automated lifecycle journeys
Establish the playbooks that drive engagement at scale
Determine what 'good' looks like for this segment and build the system to deliver it
Work with product usage data
and activation signals to understand what healthy and at-risk looks like across the segment
Pull your own analysis
and translate what you find into action
Manage the transition of accounts moving into the Growth tier carefully
maintaining continuity of experience while shifting those customers to the new model
Work closely with DevEx to make sure the two motions are complementary
and to share signal and insight across the two teams
How You'll Work.
Team & Collaboration
work cross-functionally with Sales, Product, and Engineering; Partner with Developer Experience; work closely with DevEx to make sure the two motions are complementary; share signal and insight across the two teams
Communication Scope
written and verbal communication skills; hold your own with developer audiences; comfortable in technical conversations
Full Job Description
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 exp
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