Contract Customer Success Manager

Details

We are hiring a part-time Contract Customer Success Manager to join Customer.io's team. This is a full-stack CSM role: you will own a dedicated book of business, manage onboarding and ongoing support, and help ensure customers achieve success with the Customer.io platform.

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 effective campaigns, newsletters, and data workflows that align with their objectives
• Serve as the customer’s first point of contact for dedicated support and troubleshooting; collaborate with Technical Support, Product, and Engineering to get questions answered
• Proactively follow up with customers after onboarding, checking in approximately once per 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 — especially 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 coding daily, but comfortable asking the right questions and troubleshooting root causes
• Comfortable learning different businesses and industries and translating technical concepts into customer-friendly guidance
• Ability to manage multiple priorities, stay calm under stress, and work independently while collaborating when needed
• Bonus: Fluency in French, Russian, or Spanish

Logistics

• Hours: 20 hours/week, Monday–Friday, working standard business hours in Australia or New Zealand time zones
• Contract: 12 months, with potential extension depending on business needs
• Location: Remote — must be based in Australia or New Zealand to maintain local coverage
• Rate: $60 USD/hour

Interview Process & Other Notes

• 30-minute Zoom call with Recruiter
• 30-minute Zoom call with Hiring Manager
• 45-minute Homework Review Call with Team
• All final candidates will be asked to complete a background check and employment verifications
• Zoom is used for virtual interviews; offers are extended in writing on official Customer.io letterhead
• Customer.io is committed to inclusion, equity, and bias-free hiring practices

Benefits

• Opportunity to work in a growing SaaS company with exposure to technical product, engineering, and cross-functional teams
• Direct impact supporting customers during a period of rapid growth