Customer Success Manager (Remote)

Job description

Location: Remote, mainly East Coast (Boston) based, as travel to our Boston hub will be required once a month for team planning and collaboration purposes. 


About us

Working at Ably means helping to build the infrastructure and technology that will power and shape the future of the internet. Chatting on WhatsApp, hailing an Uber, asking Alexa what the weather will be like tomorrow, working in the same Google Doc as your colleague: all of these things rely on complex, behind-the-scenes realtime infrastructure. That’s what Ably provides for companies like HubSpot, Toyota Racing Development, OfferUp, and Hopin.


We now live in a remote-first world where realtime digital interactions underpin our daily lives. In the near future, Autonomous Vehicles, IoT devices (e.g. connected fridges or environment sensors), and AI-powered experiences will be the norm. But new infrastructure is required to power it all.


The opportunity in front of us is immense. Our mission is to become the definitive realtime infrastructure of the internet while powering and accelerating adoption of realtime user experiences. We’re on track. Everyday we deliver billions of realtime messages to more than 250 million people in 80 different countries across web, mobile, and IoT platforms. But we can’t rest yet. In five years we want to reach one billion people everyday.


To see what life’s like at Ably, check out our careers page at https://ably.com/careers and read the story of how Ably's core values came to be.

Requirements

Team & role

Ably works closely with its customers to ensure their success. We are expanding our Customer Success team with the hiring of a dedicated Customer Success Manager to take over responsibility for all of our large customers. This will involve close engagement on a regular basis to ensure they are receiving the service they require – both technologically and with respect to support. Within this context you will also be responsible for helping them grow their usage of the Ably platform and therefore increase their value to Ably, as well as our value to them.


What you'll be doing day to day:

  • As the key internal point of contact for Ably customer engagement, your first responsibility with each customer will be ensuring they have a successful onboarding

  • Thereafter, you will be responsible for maintaining relationships with our customers, providing regular overviews of the service (eg QBRs), understanding their future needs, ensuring they have access to all the Ably resources that are applicable, and maximising the value they gain from the platform

  • Engage in commercial discussions

  • Build long-term relationships (primarily via remote conversations) with your customer contacts and deeply understand their use-case and objectives

  • Onboard new clients, following a handover from the Account Executives in the Sales team

  • Work closely with Dev Relations, Engineering, Sales and Marketing teams – motivating them to deliver exceptional customer support and service

  • Coordinate Quarterly Business Reviews with customers and manage monthly account adjustments as required

  • Be responsible for delivering results on OKRs/KPIs

  • Maintain a deep understanding of the Ably services so that you can lead value-adding prospect and customer conversations, understand their needs, and communicate these needs back to internal teams

  • Advocate for customers internally and balance the needs of the customer with the business needs of Ably

  • Manage the process around upgrades and expansion

  • Make users love Ably by providing first-class customer support and service

  • Work closely with colleagues from multiple functions (e.g. Developer Relations team, Sales, Engineering)

  • Co-Manage the contract renewal process with the commercial team for Business and Enterprise customers

  • Help CS leadership in building out new Customer Success processes and best practices


Desired skills & experience:

  • Solid customer facing experience in a SaaS/PaaS environment, Ideally in Customer Success (or related department)

  • Are able to understand and manage the core principles of Customer Success (QBR, Health scoring, Success planning, Retention, Churn, Cross/Up-sell, etc)

  • Have thorough knowledge of (or eagerness to learn about) the company’s products and their capabilities.

  • Have technical aptitude and the ability to understand developer and engineering concepts. Ably is a deeply technical platform with our primary users being developers.

  • Are able to project manage multiple tasks and competing priorities

  • Are able to manage forecasts and projections

  • Have the ability to communicate with key stakeholders at all levels of an Enterprise organisation, from developers to senior engineers to C-level

  • Have a strong attention to detail


What's it like to work with us?

Ably is entering a new phase of growth led by an experienced senior team. You’ll be part of a successful, highly motivated, and extremely collaborative team. To provide the infrastructure required for the next generation of the internet, to tell the world about it, and to support everyone inside Ably to do so, we hire people who are ready and capable of taking on challenging problems in a high-growth environment.

We want to work in a company of inclusive people who treat each other well. To thrive at Ably, you’ll need to believe in and be prepared to do your work in line with our values:


  • Open for all. Open is a mindset. When open, we’re better collaborators, communicators and creators. Whether open source, standards, or protocols, open hearts, minds, and eyes. It’s better when it’s open.
  • Bias for action. We avoid analysis paralysis at all costs. We lean into doing in order to move us forward. When we have enough of what we need to act, we act.
  • Even the best do better. We want to be the best - but that doesn’t mean we rest when we are. Improvement and growth - true betterment - is an ongoing journey. One fuelled by curiosity and taking risks.
  • Technology needs humanity. Our technology means little without people - whether that’s how we treat our colleagues, or how we design developer experiences. Being human matters.
  • Dependable people make dependable things. Dependability is integral to our mission and technology, but being dependable starts with our people. When we care enough to take real ownership of our products and problems - all else will follow.
  • Bold creativity leads to the greatest rewards. When viewed through a different lens, what stands in the way can become the way. The bigger the challenge the easier the choice: bold creativity will always move us forward, create better outcomes, and set us apart.


We believe our differences as individuals is what makes us great. Our people are at the heart of what we do, and we encourage everyone to be their most authentic self at Ably: we see inclusivity and openness as fundamental to creating long-term success as an organization. We encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race, religion, educational background or neurodiversity. Ably has an amazing opportunity ahead of us, and we want anyone to be able to contribute to that opportunity.