Contract Customer Success Manager

Details

We’re hiring a full-time contract Customer Success Manager to own a dedicated book of business, manage onboarding and ongoing support, and help customers achieve success with Customer.io. This is a full-stack CSM role in a fast-growing SaaS environment where you’ll work closely with customers, Technical Support, Product, and Engineering.

Responsibilities

• Manage onboarding and implementation for a portfolio of customers, acting as the project manager from kickoff to go-live
• Host transition and planning calls with stakeholders to understand business goals and map data and messaging strategies in Customer.io
• Partner with customers to create and execute campaigns, newsletters, and data workflows aligned with their objectives
• Serve as customers’ first point of contact for dedicated support and troubleshooting; collaborate with Technical Support, Product, and Engineering to resolve issues
• Proactively follow up with customers after onboarding (~1x/month) to keep them on track toward renewal
• Advise on best practices for campaign design, segmentation, integrations, and lifecycle messaging
• Support the contracts team by setting up renewals for success with healthy, engaged customers

Requirements

• 3+ years of experience as a Customer Success Manager or similar customer-facing role with a technical SaaS product
• Strong comfort communicating with technical and non-technical stakeholders (developers and marketers)
• Background in SaaS, ideally with marketing automation or related platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo, etc.)
• Familiarity with APIs, data integrations, logic flows, and templating languages (e.g., Liquid). Not expected to code daily, but comfortable asking the right questions and troubleshooting root causes
• Ability to dig into technical concepts and translate them into customer-friendly guidance
• Creative problem solving, ability to uncover root causes and recommend solutions beyond the customer’s initial ask
• Able to manage multiple priorities and stay calm under stress
• Comfortable working independently while collaborating when needed
• Bonus: Fluency in French, Russian, or Spanish

Logistics / Benefits

• Hours: 40 hours/week, Monday–Friday, overlapping Americas business hours
• Contract: Through December 31, 2025, with potential extension or conversion depending on business needs
• Location: Remote, Americas (ET/CT preferred)
• Rate: $60/hour
• All final candidates will be asked to complete a background check and employment verifications

Customer.io is committed to inclusion and equity, bias-free hiring practices, and building an inclusive team culture. Virtual interviews use Zoom, and offers are extended in writing on official Customer.io letterhead.