About the role
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 expansion opportunities, and flagging accounts that should be elevated to Dedicated CS or Sales. You’ll be the human connection for accounts that aren't yet covered by a scaled digital motion. Play a key role in building the digital CS motion. You’ll design and implement Ably's 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. You'll work with product usage data, consumption patterns, and activation signals to understand what healthy and at-risk looks like across the segment. You don't 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. You'll manage that transition carefully, maintaining continuity of experience while shifting those customers to the new model. Partner with Developer Experience. Ably's DevEx function owns the product-led, self-serve success motion for all users. Your role layers revenue-focused engagement on top of that foundation. You'll work closely with DevEx to make sure the two motions are complementary, and to share signal and insight across the two teams. We'd love to talk if you have 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 haven't 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. You're accountable for GRR and NRR, and you know the difference between a customer who needs help, one who's 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 don't 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.
