Contract Customer Success Manager

Details

We’re looking for a part-time Customer Success contractor to support a scaling team as the business grows. As a contractor, you’ll step in to support the team with high volumes of customer requests in a pooled model and provide capacity coverage for team members on periods of leave. The role focuses on providing excellent support to customers using Customer.io and other marketing automation platforms, diagnosing issues that may involve API usage, conditional logic flows, and Liquid templates, and escalating complex issues to technical teams.

Responsibilities

• Triage and respond to customer tickets via email and Zoom.
• Diagnose root causes, which may include reading API documentation, inspecting conditional-logic workflows, and reviewing Liquid templates.
• Identify complex issues and escalate to technical support teams as appropriate.
• Advise customers on Customer.io strategy and best practices.
• Facilitate topic-focused onboarding calls and one-off support sessions as needed.

Requirements

• 2–3 years in Customer Success or Technical Account Management in SaaS, or experience as a Technical Support professional ready to transition into CS.
• Self-starter who learns new technology quickly and asks well-formed questions to get clarity.
• Clear communicator who can turn complex concepts into end-user friendly guidance.
• Customer advocate who balances empathy with efficiency.
• Comfortable communicating with customers via email and video calls.
• Comfortable reading API docs, building logic flows, and troubleshooting integrations to determine root causes.
• Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo).
• Hands-off coding: not expected to write code, but able to ask the right technical questions to unblock customers and surface appropriate resources.

Logistics

• Hours: 20 hrs/week at $60/hr, Monday–Friday. Availability between 9am–5pm ET; flexible schedule based on team and customer needs.
• Location: Remote, overlapping Americas business hours.
• Contract: Through Dec 31, 2025, with possible extension.
• Collaboration: Works alongside Americas Scaled CS team.
• Virtual interviews use Zoom video and offers will be extended in writing on official Customer.io letterhead.
• Final candidates will complete a background check and employment verifications.

Benefits & Culture

• Opportunity to work on a fast-growing team and gain exposure to digital-led Customer Success.
• Chance to work with interesting customers and a powerful platform, collaborating with a growth-minded team.
• Customer.io emphasizes inclusion, equity, and bias-free hiring practices and commits to building an inclusive team culture.

Other Notes

• Zoom is the only video conferencing platform used for interviews. For questions about job postings, contact [email protected].