VP of Customer Success

Summary

Join Ably as the VP of Customer Success and build and deliver the company's customer success and support strategy. You will be responsible for developing and executing a customer-centric strategy, acting as a trusted advisor to key customers, and leading a high-performing team. This strategic role requires significant experience in leading Customer Success or post-sales Solution Architecture teams in a technology-focused company. You will need strong technical understanding, proven success in driving customer satisfaction and retention, and excellent leadership and communication skills. The position offers a remote-first and flexible work environment, along with various benefits including equity, enhanced holiday allowance, parental leave, and a personal learning and development budget.

Requirements

• Significant experience in leading Customer Success or post-sales Solution Architecture teams at a technology-focused software or infrastructure company, preferably with a SaaS or subscription-based revenue model. Experience running technical support teams is preferable
• A strong understanding of the technical needs of developers and technical stakeholders, with the ability to align their goals with business outcomes
• A proven track record of driving customer satisfaction, retention, and expansion at scale, with experience managing strategic accounts and improving key metrics like NRR and CSAT
• Expertise in developing and implementing scalable processes and tools to support customer success, including the use of customer success platforms and CRM systems
• Excellent leadership and people management skills, with experience building and developing high-performing teams
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, both internally and externally
• A customer-centric mindset combined with a strategic perspective, enabling alignment of customer success with overall company objectives
• The ability to balance strategic priorities with hands-on execution in a fast-paced, high-growth environment
• A data-driven approach to decision-making, with proficiency in customer analytics and success metrics

Responsibilities

• Shape and execute Ably’s customer-centric strategy. Develop and refine the approach, ensuring customers have delightful onboarding experiences, driving engagement and improving customer retention and growth by ensuring our customers derive maximum value from our platform. Turn customers into advocates
• Act as a trusted advisor to Ably customers. Partner with the most important customers, demonstrating a deep understanding of their technical needs. Leverage technical expertise to build trust and credibility and identify opportunities for mutual growth and long-term collaboration
• Lead and develop a high-performing Customer Success and Support team. Lead and manage a team of Success Managers, Solution Architects and Support Engineers, fostering a culture of collaboration and ensuring the capability to support customers effectively
• Grow customer value. Own customer retention and growth, with overall responsibility for ensuring customer renewals and organic and new use case expansion, and that customer service levels are met and exceeded, continuing to deliver award-winning support. Have accountability for key metrics related to customer revenue and satisfaction (ARR, NRR, NPS, etc.)
• Drive operational excellence and efficiency. Establish scalable processes, tools, and metrics to optimize the Customer Success and Support function, ensuring efficiency and alignment with company goals
• Collaborate cross-functionally to deliver value. Work closely with Product, Engineering, Marketing, and Sales to ensure that customer needs are understood, prioritized, and addressed

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