Customer Journey Specialist, EMEA

Details

We are looking for a Customer Journey Specialist at Customer.io, where you’ll be the bridge between new trial users and long-term, successful customers in our self-serve tier. Your mission: help customers get value from our platform quickly so they’re excited to become (and stay) paying users.

This is a brand new role ideal for someone who loves connecting with people, enjoys solving problems, and is motivated by helping customers succeed. You’ll combine the curiosity and customer focus of CSM skills with the proactive communication and drive of our BDRs. However, this is not a sales role. It’s a customer value and relationship role.

You’ll work with people who have already signed up for a trial or are existing customers - no cold outreach - and your impact will be felt through a boost in activations, higher conversion rates, and happier customers.

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 overall approach, design scalable digital outreach programs, and uncover the potential of product improvements.
• Help customers get to “aha” moments: understand what success looks like for each user, and provide practical advice and support to help them achieve it.
• Spot and support growing accounts: identify customers showing signs of rapid adoption or needing extra help, and proactively reach out to accelerate success.
• Collaborate across teams: partner with Product and Engineering, Customer Success, and Support to ensure customers get timely help and a smooth experience transitioning from trial to paying customer.
• Monitor engagement and usage: use data to identify patterns — who’s getting stuck, who’s thriving — and tailor your outreach accordingly.
• Educate and empower: share best practices, product tips, and relevant resources to help users become confident with our platform.

Requirements

• 1+ years of experience in a customer-facing SaaS role—such as 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 (like 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.
• A proactive mindset — motivated by goals and driving measurable impact.

Bonus

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

Benefits & Compensation

• Compensation: $72,000 base + $18,000 variable = $90,000 OTE USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.
• 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.
• Opportunity to influence a new approach for supporting and growing the self-serve tier and to advance into Customer Success, Sales, or Premium Account Management.

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 a background check and employment verifications as part of the pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities and commits to building an inclusive team culture and bias-free hiring practices.