Contract Customer Success Manager, EMEA

Details

We’re looking for a part-time Customer Success contractor to support a scaling team as our business grows. As a contractor, you’ll be asked to step in to support the team with high volumes of customer requests in our pooled model and provide capacity coverage for team members during periods of leave.

We provide world class service to our customers and understand how much of an impact Customer.io has on their relationship with their audience. We prioritize an experience that leaves our customers feeling supported and empowered to get more out of our tool. This is a fast-growing team and a great opportunity to get exposure to digital-led Customer Success. You will have the chance to grow new skills working with interesting customers and a powerful platform while collaborating alongside an amazing and growth-minded team.

Responsibilities

• Triage and respond to customer tickets via email and Zoom
• Diagnose root causes, which may include 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 as needed
• Provide capacity coverage during team members' leave and handle high volumes of customer requests in a pooled model

Requirements

• 2–3 years in Customer Success or Technical Account Management in SaaS, or a Technical Support professional ready to transition into Customer Success
• Comfortable communicating with customers via email and video calls (Zoom)
• Comfortable reading API docs, building/understanding logic flows, and supporting integrations by troubleshooting root causes
• Familiarity with marketing automation platforms such as Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo
• Hands-off coding expectation: you are not expected to read or write production code, but you should be able to ask the right technical questions to unblock customers and direct them to appropriate resources
• Self-starter mindset, strong written communication, customer advocacy, empathy with efficiency, and the ability to translate complex concepts into end-user friendly guidance

Logistics

• Hours: 20 hrs/week at $60 USD/hr (or equivalent in local currency). Mon–Fri availability between 9–5 GMT; flexible schedule based on team and customer needs
• Location: Remote (EMEA) with overlapping Americas business hours
• Contract: Through Dec 31, 2025, with possible extension
• Collaboration: Works alongside Americas Scaled CS team
• Final candidates will be asked to complete a background check and employment verifications as part of pre-employment

Inclusion & Hiring Notes

Customer.io recognizes the stifling impact of systemic injustice on diverse communities and commits to increasing inclusion and equity within the tech industry. Interviews will use Zoom video and offers will be extended in writing on official Customer.io letterhead. If you have questions, contact [email protected].

Join us

We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read and want to build software that makes communication better for everyone—apply now.