Contract Customer Success Manager, Americas

Details

Customer.io is hiring a part-time Customer Success contractor to support a growing team and manage high volumes of customer requests within a pooled support model. This role provides coverage during team member leave and helps customers get the most out of the Customer.io platform. It's a fast-growing team and an opportunity to gain hands-on experience in a digital-led Customer Success environment at a customer-first SaaS company.

Responsibilities

• Triage and respond to customer tickets via email and Zoom
• Diagnose root causes, including reading API documentation, investigating conditional-logic workflows, and reviewing Liquid templates
• Identify complex issues and escalate to technical support teams as appropriate
• Advise 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 Technical Support experience ready to transition into CS
• Comfortable communicating with customers via email and video calls (Zoom)
• Comfortable reading API docs, building logic flows, and troubleshooting support integrations to determine root causes
• Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
• "Hands-off coding" — not expected to read or write code, but able to ask the right questions to unblock customers and route them to appropriate resources
• Self-starter, clear communicator, customer advocate who balances empathy with efficiency

Logistics / Benefits

• Hours: 20 hrs/week
• Rate: $60/hr
• Location: Remote, overlapping Americas business hours
• Contract: 6 months, with possible extension
• Collaboration: Works alongside Americas Scaled CS team
• All final candidates will be asked to complete a background check and employment verifications as part of pre-employment process
• Virtual interviews conducted via Zoom (video capability required)
• Offers will be extended in writing on official Customer.io letterhead

Diversity & Other Notes

Customer.io commits to inclusion and equity in hiring and building an inclusive team culture. For questions about the role or application process, contact [email protected].