Customer Journey Specialist, Americas

Details

You will be the bridge between new trial users and long-term, successful customers in Customer.io’s self-serve tier. Your mission is to help customers get value from the platform quickly so they’re excited to become (and stay) paying users. This is a new role focused on customer value and relationship-building rather than cold outreach or direct sales.

Responsibilities

• Engage with trial users early and often: reach out to new sign-ups to understand their goals, guide them through key setup steps, and help them see value quickly.
• Capture and share feedback: surface insights from customer interactions to inform the team’s approach, design scalable digital outreach programs, and uncover potential product improvements.
• Help customers reach “aha” moments: understand what success looks like for each user and provide practical advice and support.
• Spot and support growing accounts: identify customers showing rapid adoption or needing extra help and proactively engage to accelerate success.
• Collaborate across teams: partner with Product & Engineering, Customer Success, and Support to ensure timely help and smooth transitions from trial to paid customers.
• Monitor engagement and usage: use data to identify patterns — who’s getting stuck, who’s thriving — and tailor outreach accordingly.
• Educate and empower users: share best practices, product tips, and relevant resources to increase customer confidence with the platform.

Requirements

• 1+ years of experience in a customer-facing SaaS role (Customer Success, Support, Sales, or Onboarding).
• Proven ability to build relationships, understand customer needs, and guide them toward solutions.
• Comfort working with CRM and engagement tools (examples given: Salesforce, Planhat, or similar).
• Strong written and verbal communication skills; comfortable navigating both technical and non-technical conversations.
• Curious about businesses, data, messaging strategy, and what makes customers tick.
• Organized, detail-oriented, able to manage multiple conversations at once, and motivated by goals.
• Proactive mindset with an interest in using data to drive measurable impact.

Bonus Qualifications

• Experience supporting SMB or Mid-Market customers in a tech or SaaS environment.
• Familiarity with customer lifecycle metrics (activation, retention, churn).
• Previous exposure to marketing automation or messaging platforms.
• Fluency in Spanish, French, or another language.

About Customer.io

Over 8,000 companies use Customer.io to send emails, push notifications, in-app messages, and SMS. The platform powers automated communication using real-time behavioral data to help teams send smarter, more relevant messages.

Compensation & Benefits

• Salary: $72,000 base + $18,000 variable = $90,000 OTE (USD or equivalent in local currency depending on experience and market adjustments).
• Benefits include 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family, 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Interview Process

• 30-minute Zoom call with Recruiter
• 30-minute Zoom call with Hiring Manager
• 30-minute Zoom call with Cross-Functional Partner
• 45-minute Homework Review Call with Team

All final candidates will be asked to complete background checks and employment verifications. Virtual interviews use Zoom video.

Location & Team

• Role is Americas Remote. You will work with Customer.io’s Account Management and cross-functional teams to increase activations, conversions, and customer happiness.

Why You’ll Love Working Here

This is a foundational role on the Account Management team with opportunities to influence how the company activates and retains self-serve customers at scale. Growth paths include Customer Success, Sales, or Premium Account Management.