Operations Manager, Customer Success (EMEA)

Job Description

Our everyday digital experiences are in the midst of a realtime revolution. Whether attending an event in a virtual venue, receiving realtime financial information, or monitoring live car performance data – consumers simply expect realtime digital experiences as standard. Ably provides a suite of APIs to build, extend, and deliver powerful digital experiences in realtime for more than 265 million devices across 80 countries each month, supporting organizations like Toyota, Bloomberg 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. But we can’t rest yet. And we’d like your help. As Ably enters its next stage of growth, we’re looking for talented and curious individuals to help us build and deliver the platform to power synchronized digital experiences in realtime for one billion devices every week by 2024.

About this role

Ably works closely with its customers to ensure they succeed in delivering realtime applications at scale using the Ably platform APIs. We are expanding our Customer Success team with the hiring of a Customer Success Operations Manager to look after the processes, policies and systems that enable our CSMs to work effectively and elegantly with our fast growing enterprise customer base. This will involve close engagement with the CSMs to ensure they are enabled to serve Ably’s customers well – both technologically and with respect to world class customer experience. Our Customer Success Operations Manager will be at the forefront of current best practice in operational efficiency and best practice adopted across VC-backed companies at a similar phase of growth and scale.

Ably is looking for a motivated Customer Success Operations Manager who has a desire to work in a fast paced environment to support the operational strategy of a growth organization.

Day to day, you will

• Build and optimize a company-wide customer success process in collaboration with the customer success team and broader Ably organizatio
• Develop and implement lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
• Develop methods, processes, systems and tools to appropriately support our customer segmentation strategies
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout Ably (e.g., sales, marketing, product)
• Lead projects to develop and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
• Curate content and playbooks to allow the team to more efficiently deliver customer outcomes
• Create and coordinate key reporting for Ably’s CCO & wider leadership team, partnering with the Customer Success Team Lead to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
• Act as liaison to the Enablement team to drive training and enablement priorities, content and methods.

We’d love to hear from you if you have

• Relevant experience within or supporting Customer Success teams
• Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
• Knowledge and experience of working with consumption based revenue models
• An analytical approach and mindset and the ability to break down complex projects into manageable components
• Significant CRM experience and knowledge of enterprise SaaS tools
• Excellent problem solving, project management, interpersonal and organizational skills
• Experience and an in-depth understanding of the B2B SaaS space
• You share our values and work in accordance with those values

It would be nice, but not essential if you have

• Knowledge of commercial/support models for API products
• Experience with support and/or professional services

What’s it like to work at Ably?

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. We want to work in a company of inclusive people who treat each other well.

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

Ably is a remote-first company and we strongly believe in life before work and encourage our people to find a balance between the two.

We recognize that each person is different and will want to be supported in different ways which is why our benefits (ably.com/ukbenefits) are there to help you focus on your needs today and prepare you for your future.

Amongst other things, we offer a generous holiday allowance, private healthcare and significant learning and development opportunities, and provide access to numerous wellbeing resources. We’re proud to do whatever it takes to care for Ablyans and their future.

Diversity, Inclusion & Belonging at Ably

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.

If you enjoy working as part of a technology company, value open source, and love solving hard problems - then we’d love to hear from you, regardless of whether you fit the job description exactly or not. If in doubt, drop us an email; we’d be more than happy to give you some advice on your application.