Remote Customer Success Manager

Summary

Join Ably, a company powering the realtime revolution in digital experiences, as a Customer Success Manager and play a pivotal role in guiding customers towards achieving their goals.

Requirements

• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including senior leadership
• Effective problem-solving ability, enabling strategic navigation of challenges to drive customer success
• Technical curiosity, with the ability and willingness to understand developer and engineering concepts
• Familiarity with CRM and account management best practices, and the ability to manage forecasts, particularly in relation to net expansion of existing customers
• Attention to detail and strong analytical thinking and organisational skills, along with proficiency in project management methodologies
• Experience working with customers of varying sizes, relevant to the assigned segment

Responsibilities

• Develop impactful, strategic partnerships with Ably’s customers
• Help users leverage the value of our products
• Be a champion for your customers
• Become a product expert and educate our customers

Preferred Qualifications

• Experience in an early stage VC-backed startup where things can move quickly
• Experience with products that are brought to market primarily through a product led growth approach
• Experience with developer-first products

Benefits

• A remote-first and flexible work environment
• 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