Growth Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of retention and growth for Growth tier accounts. You will be responsible for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) within this tier, which includes managing renewals, spotting opportunities for expansion, and identifying accounts that need to be escalated to Dedicated Customer Success or Sales. You will serve as the personal connection for accounts that are not yet engaged through a scaled digital approach.

• Contribute significantly to the development of the digital Customer Success (CS) strategy. You will create and execute Ably's inaugural scaled customer success program for the Growth tier, which involves defining relevant product and revenue indicators, developing health scoring for the segment, creating automated lifecycle journeys, and establishing playbooks that enhance engagement at scale. You will set the standard for what success looks like within this segment and build the necessary systems to achieve it.

• Manage the product intent engine. You will analyze product usage data, consumption trends, and activation signals to identify what constitutes a healthy versus at-risk account within the segment. While you don't need to be a data engineer, you should be comfortable conducting your own analyses, spotting trends, and converting findings into actionable insights. Utilizing our data warehouse (Snowflake), CRM (HubSpot), and product analytics will be essential to your role.

• Aid in the transition from high-touch to scaled support. Some accounts currently receiving dedicated Customer Success Manager (CSM) assistance will transition into the Growth tier. You will oversee this transition meticulously, ensuring a seamless experience for these customers while adapting to the new model.

• Collaborate with Developer Experience. Ably's Developer Experience (DevEx) team is responsible for the product-led, self-serve success approach for all users. Your role will add a revenue-focused layer to this foundation. You will work closely with DevEx to ensure that both approaches are aligned and to exchange insights between the two teams.

⛳️ Requirements

• Approximately 4-7 years of experience in Customer Success within a technical B2B SaaS environment.

• Familiarity with scaled, digital, or tech-touch Customer Success programs. You understand how data and automation influence outcomes on a large scale, even if you haven't developed a program from scratch yourself.

• Proficiency in working with usage data and business intelligence tools to identify trends and make independent decisions. Experience with Metabase, Snowflake, or similar tools is a significant advantage.

• A clear understanding that Customer Success is a revenue-generating function. You are accountable for GRR and NRR, and you can differentiate between a customer in need of assistance, one ready for expansion, and one requiring escalation.

• The ability to transform a resolved issue into a repeatable playbook rather than a one-time solution. You possess a builder mindset and thrive on creating structure in ambiguous situations.

• Sufficient technical fluency to effectively engage with developer audiences. While you don't need to be an engineer, you should be comfortable in technical discussions and able to interpret product usage trends.

• Experience utilizing AI in your workflow and understanding how it can expedite your research and analysis efforts.

• Excellent written and verbal communication skills, with the capability to collaborate across teams including Sales, Product, and Engineering.

🏝️ Benefits

• A remote-first and flexible working environment. UK-based teams meet in person once a month at our London hub (near Old Street), and we gather as a company twice a year. Outside of those occasions, you are free to work from wherever suits you best.

• Equity options. As a growing startup, we want all team members to partake in the company's success through our EMI share options program.

• Enhanced holiday allowance. Our policy grants Ablyans 28 days of paid annual leave (27 standard days, plus an additional day for your birthday).

• An improved parental leave package, allowing you to spend quality time with your new family member while resting and recuperating.

• A home workstation budget of £500 upon joining (followed by £150 per year), ensuring your home office is equipped for your comfort and productivity.

• A personal learning and development budget of £1000 annually, along with 5% L&D time during working hours to focus on enhancing your skill set.

• Private healthcare coverage with BUPA.

• A medical cash plan to cover various medical and dental expenses.

• Access to mental wellbeing coaching and counselling through Self Space.

• A monthly wellbeing budget provided via Juno.

• Life assurance and income protection benefits.

• Access to Tech and Cycle to Work schemes.

• Weekly snack allowance for our end-of-week “Need To Know” meetings.

• A fully-paid one-month sabbatical after five years of service with Ably.