Overview
Join to apply for the Strategic Customer Success Manager role at Ably.
Our everyday digital experiences are in the midst of a realtime revolution. Ably powers realtime experiences at scale, delivering billions of messages for millions of devices daily and supporting organizations like Harness, EA, Panasonic and HubSpot. We are committed to putting developers first and building the infrastructure that powers the future of the internet.
As a Strategic Customer Success Manager, you will be the trusted advisor to our most valuable enterprise technology customers, ensuring their long-term success and growth with Ably. You will own a portfolio of strategic accounts, build strong relationships, and maximize their experience with Ably's products. Your work will impact retention, expansion and customer advocacy.
About this role
Responsibilities
* Build and nurture partnerships with our strategic accounts. Manage a focused portfolio of high-value enterprise customers, develop deep relationships with key stakeholders, lead regular business reviews, align Ably’s capabilities with strategic initiatives, and help address business and technical challenges.
* Drive commercial growth. Identify, unlock and close expansion opportunities; understand pricing and packaging strategies; work to maximize net revenue retention; develop deep understanding of customer use cases and demonstrate how Ably can support their needs.
* Orchestrate success across teams. Partner with Sales, Product and Engineering to ensure successful implementations, renewals and expansions; act as the central point of coordination and champion for customers to deliver exceptional outcomes.
* Become a product expert. Use deep knowledge of Ably’s realtime platform to guide customers through implementations and growth; stay current on developer trends and best practices to position Ably as a trusted partner.
* Coach and guide team members. As a senior team member, collaborate across the customer organization to share strategies for expansion and retention and contribute to Ably’s success strategies.
Qualifications
* Proven experience managing enterprise or strategic accounts in a Customer Success role, with a track record of retention and expansion in high-value portfolios.
* Strong commercial acumen with experience in contract negotiations, SaaS pricing models, and building business cases that demonstrate ROI.
* Experience with technical products and developer-focused platforms; ability to engage credibly with both technical teams and business stakeholders.
* Experience with enterprise technology companies and understanding of their buying processes and decision-making structures.
* Exceptional communication and presentation skills; ability to influence and build relationships at all organizational levels, including C-suite executives.
* Strategic thinking with analytical skills to identify growth opportunities and design impactful account strategies.
* Experience collaborating across Sales, Product and Engineering to orchestrate complex customer engagements.
Bonus points
* Direct experience with real-time messaging, streaming, or API infrastructure products.
* Experience in a high-growth tech company where you helped scale Customer Success operations and methodologies.
What it's like to work at Ably
We are tackling planet-scale problems with a collaborative, innovative culture. You’ll join a motivated team that values autonomy and experimentation. Learn more on our careers page and blog about Ably’s core values.
We foster inclusivity and mutual respect, supporting each individual in their role. We offer a range of perks and benefits to support development and wellbeing.
Perks & Diversity
* Remote-first, flexible work environment; UK-based teams meet in-person monthly in London and company-wide twice a year.
* Equity through EMI options; enhanced holiday, parental leave, and home workstation budget.
* Learning and development budget with time allocated for growth; private healthcare, medical cash plan, mental wellbeing support, wellbeing budget, life assurance, and income protection.
* Access to Tech & Cycle to Work schemes; weekly snack allowance; sabbatical after five years.
Diversity, Inclusion & Belonging
We believe differences make us great. We encourage applications from all backgrounds and aim to create an inclusive environment where everyone can contribute. If you’re unsure about fit, please reach out to discuss your application.
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