Senior Customer Success Manager

2 weeks ago


London, United Kingdom Ably Realtime Ltd. Full time

At Ably, we are on a mission to ensure our customers' success by delivering unparalleled value through our solutions and services. As a Customer Success Manager, you will play a pivotal role in guiding our customers towards achieving their goals, maximising their experience with Ably's products and ultimately expanding their value over time. You’ll take ownership of a designated customer portfolio, focusing on retention, growth, and overall satisfaction, managing end-to-end customer onboarding and developing comprehensive Customer Success Plans that ensure our users achieve their goals.
Help users leverage the value of our products. You’ll strategise for customer success to enhance adoption, usage, and net expansion targets, including participation in art-of-the-possible workshops. You’ll utilise your knowledge of the Ably platform, best practices, and common use cases to guide customers in successful implementation and growth. Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including senior leadership.
Effective problem-solving ability, enabling strategic navigation of challenges to drive customer success.
Familiarity with CRM and account management best practices, and the ability to manage forecasts, particularly in relation to net expansion of existing customers.
Attention to detail and strong analytical thinking and organisational skills, along with proficiency in project management methodologies.



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