Customer Success Manager, Americas

Details

As a Customer Success Manager at Customer.io, you’ll act as the project manager for the successful onboarding of accounts and provide dedicated, ongoing support for assigned customers. You’ll collaborate with technical support, sales, product, and engineering when appropriate, helping customers implement messaging strategies using Customer.io’s SaaS platform. You will work with customers on Premium plans and partner with the Premium Contracts team to set them up for successful renewals.

Responsibilities

• Run transition calls with key stakeholders to outline onboarding plans and timetables
• Guide customers to uncover why messaging matters to them and help plan, implement, and follow through with messaging goals
• Plan and organize the data customers will send to their Customer.io account and advise how to use it to power campaigns and newsletters
• Serve as the customer's first point of contact for dedicated support and initial troubleshooting; gather information and collaborate with Technical Support, Product, and Engineering to resolve issues
• Follow up with customers approximately once per month after onboarding
• Assess customers’ growth plans and keep them on track for timely renewals
• Set up the contracts team for success with renewals

Requirements

• 2+ years of proven experience as a Customer Success Manager for technical products
• Background in SaaS and experience in customer-facing roles
• Experience communicating with software developers in a technical capacity
• Ability to learn the app and translate customer use cases into actionable setups (you won’t need to be a data or technical expert but should be able to understand the app and interpret data needs)
• Project management and onboarding experience; ability to influence customers and remove blockers
• Calm under stress, creative problem solver, able to work independently and ask for collaboration when needed
• Must be located in a PST time zone and available to work standard PST hours
• Priority given to candidates fluent in French, Russian, and/or Spanish

Bonus:

• Experience designing lifecycle messages

Compensation & Benefits

• Salary: $80,000 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
• Professional development budget and other benefits

About Customer.io

Customer.io is a SaaS platform used by over 8,000 companies to send emails, push notifications, in-app messages, and SMS using real-time behavioral data. The company emphasizes empathy, transparency, responsibility, inclusion, and equitable hiring practices.

Interview Process

1. 30-minute video call with the Recruiter
2. 45-minute video call with the Director of Customer Success
3. 45-minute Homework Review Call with potential team members

All final candidates will be asked to complete a background check and employment verifications as part of pre-employment.

Other Notes

• Interviews use Zoom (video required)
• For questions about the role or recruiting activity contact [email protected]
• See full benefits and company details on the Customer.io careers page