Contract Customer Success Manager, EMEA

Details

Customer.io is hiring a part-time Customer Success contractor located in the UK or Ireland to support a growing team. This role works within a pooled support model to manage high volumes of customer requests, provide coverage during team members' leave, and help customers get the most out of the Customer.io platform. The position is remote with required overlap with UK or Ireland business hours and reports/collaborates with the Americas Scaled CS team.

Responsibilities

• Triage and respond to customer tickets via email and Zoom
• Diagnose root causes, including reviewing API documentation, conditional-logic workflows, and 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
• Provide consistent, empathetic, and efficient customer advocacy across many small-business customers

Requirements

• 2–3 years in Customer Success or Technical Account Management in SaaS, or Technical Support experience ready to transition into Customer Success
• Comfortable communicating with customers via email and video calls (Zoom)
• Comfortable reading API documentation, building logic flows, and troubleshooting integrations to determine root causes
• Familiarity with marketing automation platforms such as Customer.io, Marketo, Braze, Iterable, ActiveCampaign, and Klaviyo
• Hands-off coding: not expected to read or write code routinely, but able to ask the right technical questions to unblock customers
• Self-starter mentality, clear communicator who translates complex concepts into end-user guidance, and a customer advocate who balances empathy with efficiency

Logistics

• Hours: 20 hrs/week at $60 USD per hour; Mon–Fri availability between 9am–5pm GMT with a flexible schedule based on team and customer needs
• Location: Remote (must overlap UK or Ireland business hours)
• Contract: 6 months, with possible extension
• Collaboration: Works alongside the Americas Scaled CS team
• Final candidates will be asked to complete a background check and employment verifications

Benefits & Culture

• Opportunity to gain hands-on experience in a digital-led Customer Success environment at a fast-growing SaaS company
• Work with a diverse range of customers and a supportive, growth-minded team
• Customer.io emphasizes inclusion, equity, and bias-free hiring practices

If you’re excited to help customers succeed with a communication-focused SaaS product and meet the logistics above, apply to join Customer.io.