RRemoteville

How Remoteville checks and expires listings

Ably logoAbly

Growth Customer Success Manager

Skills
Software As A ServiceBusiness Continuity PlanningBusiness IntelligenceCustomer SuccessData WarehousingProgrammesSales
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Approximately 4-7 years experience in Customer Success at a technical B2B SaaS company
  • Exposure to scaled digital or tech-touch customer success programmes
  • Comfort working with usage data and BI tooling such as Metabase or Snowflake
  • Clear understanding of CS as a revenue function with accountability for GRR and NRR
  • Ability to turn solved problems into repeatable playbooks
  • Technical fluency to hold your own with developer audiences
  • Experience using AI in your workflow for research and analysis
  • Strong written and verbal communication skills with cross-functional collaboration experience

Nice to have

  • Analytical
  • Builder mindset
  • Commercially minded
  • Technically fluent
  • Cross-functional
  • Autonomous
  • Data informed

Day to day

  • Own retention and expansion for Growth tier accounts, managing renewals and spotting expansion opportunities while protecting GRR and NRR
  • Build Ably's first scaled customer success programme by defining key signals, creating health scoring, and designing automated lifecycle journeys
  • Analyse product usage data, consumption patterns, and activation signals to identify healthy and at-risk accounts and turn insights into action
  • Support the transition of accounts from high-touch support into the new Growth model while preserving a consistent customer experience
  • Partner closely with Developer Experience, Sales, Product, and Engineering to align signals, share insight, and scale a complementary customer success motion