Front of House (Part-time)

Our everyday digital experiences are in the midst of a realtime revolution. Whether chatting alongside a livestreaming event, receiving realtime financial information, or working with colleagues in an online collaborative environment - consumers simply expect realtime digital experiences as standard. At Ably we’re not just witnessing this revolution, we’re powering it - at scale. At the heart of our mission lies a commitment to putting developers first. Ably provides a suite of products to build, extend, and deliver powerful digital experiences in realtime, delivering billions of messages for millions of devices every day and supporting organizations like Harness, EA, Panasonic 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. And we’d like your help. ABOUT THIS ROLE We are building a new customer success motion from the ground up, and this role is at the centre of it. As our Growth Customer Success Manager, you'll own the success of Ably's Growth Success tier for customers spending between approximately $10k and $30k ARR. We’re focused on delivering exceptional experiences for our customers and our developer community, and this role is key in building that motion. You’ll focus on helping developers understand, adopt and scale with Ably, manage renewals and help to build the engine that powers a scaled, digital CS function for Growth. This is not a position where you inherit a programme and run it. It's hands-on, data-informed customer work that gradually builds into something more systemic. It’s a role for someone highly analytical, who’s excited by the combination of being hands-on with customers and improving the system that allows us to scale. DAY TO DAY YOU WILL * Own retention and expansion for Growth tier accounts. You will be directly accountable for GRR and NRR within the Growth tier, including managing renewals, identifying expansion opportunities, and flagging accounts that should be elevated to Dedicated CS or Sales. You’ll be the human connection for accounts that aren't yet covered by a scaled digital motion. * Play a key role in building the digital CS motion. You’ll design and implement Ably's first scaled customer success programme for the Growth tier. This means defining which product and revenue signals matter, building health scoring for the segment, creating automated lifecycle journeys, and establishing the playbooks that drive engagement at scale. You will determine what "good" looks like for this segment and build the system to deliver it. * Run the product intent engine. You'll work with product usage data, consumption patterns, and activation signals to understand what healthy and at-risk looks like across the segment. You don't need to be a data engineer, but you do need to be comfortable pulling your own analysis, identifying trends, and translating what you find into action. Working with our data warehouse (Snowflake), CRM (HubSpot) and product analytics will be a key part of the job. * Support the transition from high-touch to scaled. Some accounts currently receiving dedicated CSM support will move into the Growth tier. You'll manage that transition carefully, maintaining continuity of experience while shifting those customers to the new model. * Partner with Developer Experience. Ably's DevEx function owns the product-led, self-serve success motion for all users. Your role layers revenue-focused engagement on top of that foundation. You'll work closely with DevEx to make sure the two motions are complementary, and to share signal and insight across the two teams. WE'D LOVE TO TALK IF YOU HAVE * Approximately 4-7 years experience in Customer Success at a technical B2B SaaS company. * Exposure to scaled, digital, or tech-touch CS programmes. You understand how data and automation drive outcomes at volume, even if you haven't built a motion from the ground up yourself. * Comfort working with usage data and BI tooling to identify trends and make decisions independently. Experience with Metabase, Snowflake, or similar is a strong advantage. * A clear understanding that CS is a revenue function. You're accountable for GRR and NRR, and you know the difference between a customer who needs help, one who's ready to expand, and one who should be escalated. * The instinct to turn a solved problem into a repeatable playbook rather than a one-off fix. You have a builder mindset and are energised by creating structure where none exists. * Enough technical fluency to hold your own with developer audiences. You don't need to be an engineer, but you should be comfortable in technical conversations and able to interpret product usage patterns. * Experience of using AI as part of your workflow and an understanding of how it can accelerate your research and analysis. * Strong written and verbal communication skills, and the ability to work cross-functionally with Sales, Product, and Engineering. BONUS POINTS IF YOU HAVE * Experience in developer tools, infrastructure or API products is a genuine advantage given Ably's technical customer base. * Experience working with consumption-based or usage-based pricing models. WHAT’S IT LIKE TO WORK AT ABLY? We’re tackling planet-scale problems and our ambitions are a testament to that. You’ll join a successful, deeply motivated and collaborative team that thrives on innovation, experimentation and autonomy. To get a sense of life at Ably, visit our careers page. You can also read about the origins of Ably's core values on our blog. We believe in fostering a culture that's built on inclusivity and mutual respect among all team members, and we recognise that each individual is different and will want to be supported in their role in different ways. We provide a range of perks and benefits to aid folks' development and wellbeing, allowing them to be their best selves and do great work. * A remote-first and flexible work environment. UK-based teams come together in person once per month in our London hub (next to Old Street) and we get together as a company twice per year. Aside from that, you’re welcome to work wherever suits best for you. * Equity. We’re a growing start-up and we want all team to members to share in the success of the company through our EMI share options programme. * Enhanced holiday allowance. Our policy provides Ablyans with 28 days of paid annual leave (27 regular days, plus a day off to enjoy your birthday). * Enhanced parental leave package, so that you can take the time you need to get to know your new family member, rest and recover. * Home workstation budget of £500 on joining (and £150 p/a thereafter), so that your home office is set up to serve you well and that you have everything you need to work comfortably. * Personal learning and development budget of £1000 annually, and 5% L&D time during working hours to focus on improving your skillset. * Private healthcare with BUPA. * Medical cash plan to cover a range medical and dental costs. * Mental wellbeing coaching and counselling from Self Space. * Monthly wellbeing budget via Juno. * Life assurance and income protection. * Access to Tech & Cycle to Work schemes. * Weekly snack allowance for our end-of-week “Need To Know” meeting. * A fully-paid one-month sabbatical after five years with Ably. 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.

About Harry’s Harry’s is a men’s grooming brand that offers high quality shave, body, hair, and skin care products at an exceptional value. Launched in 2013, Harry’s redefined the shaving experience and helped pioneer the earliest era of direct to consumer in the process. Since then, the brand has become the #2 shave brand globally and expanded to offer products for every step in its customer’s routine. Harry’s is also on a mission to ensure guys have access to quality mental health care. To date, the brand has helped connect over 2 million men to quality mental health resources. Harry’s is part of Mammoth Brands, the modern CPG company behind category-leading brands Harry’s, Flamingo, Lume, Mando, and Coterie. Driven by a mission to “Create Things People Like More,”  the company is creating a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives and ultimately change the status quo. Even as we grow, we take extra care to maintain the small, scrappy, entrepreneurial culture that helped to get us where we are today: a company that people like more, that better serves its customers, employees, and community. Mammoth Brands is committed to making a positive impact and donated over $20 million through our network of nonprofit partners to date.  We build brands that move fast and think big — and we hire people who are curious about AI, willing to experiment with it in their day-to-day work, and excited to accelerate what's possible. We prioritize giving our team the tools, training, and space to build real fluency, so you grow alongside the technology and help shape how we use it.   This is a full-time role with an expectation to work on Saturday or Sunday. Candidates must speak and write in German and English. Must live in the United Kingdom with 3 days required in the Soho London office.     The Team At Harry’s, the Customer Experience Team is the bridge between our brand and the people who use our products. We’re passionate about creating an effortless experience for every customer who reaches out, bringing Harry’s voice to our customers and their voices back to the broader team. By advocating for our customers and fostering a diverse and inclusive environment, we aim to improve the overall Harry’s experience for everyone.   The Role You will ensure all of our customers around the globe have a best-in-class customer experience across multiple channels. As a subject matter expert who can both problem-solve and connect with customers on a human level, you will be part of an empathetic and supportive team where your front-line work is directly connected to the growth and success of Harry’s. You will be an integral part of the team that thrives on surprising and delighting our customer base across the US, Canada, the UK, EU, and beyond.   What you will accomplish: * Deliver personalized, seamless support to all customers across the globe via contact channels, including Phone, Email, SMS, Social Media, and Chat, while maintaining quality and productivity standards according to our success matrix, CXPectations. * Thrive in a fast-paced environment by confidently solving customer challenges and providing outstanding service. * Build lasting relationships through clear, interactive communication that leaves a positive impression. * Master internal tools and processes to efficiently manage customer relationships, maintain organized records, and accurately handle inquiries. * Identify trends, pain points, and opportunities early to deliver a world-class experience and consistently improve our offerings. * Strategize and innovate to enhance service quality, streamline processes, and exceed customer satisfaction goals. * Collaborate with CX Management and cross-functional teams—Engineering, Brand, Trust & Safety, and Supply Chain—to drive key projects that impact the larger business. * Monitor and communicate real-time trends and insights to the CX team and other departments to inform strategy and decision-making. * Foster a positive, dynamic, and team-first culture by actively contributing to projects and supporting your teammates. * Share customer feedback with internal teams to help improve products, policies, and overall experience * Actively participate in team meetings to discuss trends, challenges, and opportunities for improvement * Identify customer trends in real time and communicate with the CX team and other departments * Embody the company’s mission and ensure every customer interaction aligns with our commitment to simplicity, approachability, and exceptional quality.   This should describe you: * Communicate with clarity and confidence across every customer service channel. * Show genuine empathy by stepping into the customer’s shoes and understanding their needs. * Bring top-notch computer skills and a strong technical aptitude to every interaction. * Love e-commerce and enjoy teaching others about exciting, cutting-edge tech. * Build rapport effortlessly, creating instant connections with those you interact with. * Embody a strong work ethic and entrepreneurial mindset, ready to tackle anything that comes your way. * Stay eager to learn, grow, and expand your professional expertise at every opportunity. * Think on your feet, solve problems creatively, and easily adapt to any situation. * Embrace lifelong learning, always striving to improve yourself, your team, and your impact on the world. * Welcome direct, honest, and supportive feedback to drive personal and team success. * Actively seek out ways to support and uplift your teammates, helping everyone around you shine. * Thrive on new challenges, finding excitement in tackling the unknown. * Keep a sense of humor. While you should take the work seriously, never take yourself too seriously!   Here's who you'll work with: * Report directly to the Customer Experience Team Lead and interact frequently with the broader CX Management Team * Work with awesome CX Associates who make every day a fun one. (custom emojis and GIFs are highly encouraged!) * Catered breakfast on Wednesday mornings and team lunch on Tuesdays and Thursdays * Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order   Benefits and perks * Private medical and comprehensive dental coverage * Pension savings plan with company match * Group Income Protection and Life Assurance benefits * Equity in Mammoth Brands * Generous time off plus 8 paid bank holidays * Wellness and L&D stipends * 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years * 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood * Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop * Free products from our family of brands Mammoth Brands is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. Mammoth Brands is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Mammoth Brands' commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company. If visa sponsorship is required for work authorization, please note that Mammoth Brands in collaboration with immigration counsel will manage and submit all necessary legal filings on behalf of the candidate.