Senior Customer Success Manager

Details

We are looking for a Senior Customer Success Manager based in the UK or Ireland who will focus on our Enterprise customer segment. You will specialize in our largest and most strategic accounts to manage successful onboarding and ongoing support, working with key customer contacts to understand cross-organizational goals and help them prioritize and optimize their implementation of Customer.io. You will use your knowledge of the customer’s business and expert knowledge of the platform to introduce new use cases and features that lead to desired outcomes.

Responsibilities

• Maintain consistent execution against three main KPIs across your book of business: Gross Revenue Retention, Net Revenue Expansion, and Customer Value Realisation.
• Collaborate with Account Executives and Solutions Architects on internal handover of new customers.
• Lead transition calls with key stakeholders to outline onboarding plans and timetables.
• Consult with customers to understand messaging goals and help plan, implement, and follow through with campaigns and newsletters.
• Plan and organize the data customers will send to their Customer.io account and how they’ll use it to power effective campaigns (email, SMS, push, in-app messaging).
• Be the customer’s first point of contact to provide dedicated support and initial troubleshooting, gathering information and coordinating with Technical Support, Product, and Engineering as needed.
• Proactively consult on implementation to achieve complex initiatives at scale and maintain regular contact after onboarding to offer solutions.
• Ensure high-quality mutual success plans are in place and collaborate with Account Management to deliver strong renewal outcomes.
• Act as a project manager for escalations and development projects involving cross-functional partners.
• Hold quarterly meetings with customer contacts to align on strategic goals, review new features, and strategize adoption.
• Conduct semi-annual Executive Business Reviews with C-suite executives and other stakeholders.
• Relay learnings, trends, and insights from Enterprise customers to internal teams and collaborate on action items.
• Assess customer growth plans and maintain a clear, objective renewal forecast perspective based on data.

Requirements

• Based in EMEA timezones; role is targeted to candidates in the UK or Ireland.
• At least 3–4 years of experience in Customer Success working in SaaS, with a track record of delivering against targets.
• Experience working with Enterprise customers and familiarity with organizational complexities of high-profile initiatives.
• Demonstrable track record delivering exceptional gross retention and net revenue expansion results, and strategic plans that deliver value outcomes.
• Comfortable owning revenue outcomes and collaborating with commercial partners to translate value into renewal/expansion strategy.
• Strong ability to understand customers’ organizational goals and translate intended outcomes into mutual success plans.
• Well-practiced in planning and delivering Executive Business Reviews and engaging C-suite stakeholders.
• Experience communicating with software developers and/or technical end users in a technical capacity.
• Excellent consultative problem-solving skills, calm under pressure, and able to advocate on behalf of customers internally.

Bonus

• Experience designing lifecycle messages or working as a CSM in the marketing automation space.
• Business-level ability to hold conversations in French, Spanish, or Russian.

About the Company

Customer.io powers automated communication that people like to receive; the platform helps businesses manage, send, and track performance of emails, SMS, push notifications, and in-app messages using behavioral data from web or mobile apps.

Compensation & Benefits

• Starting salary for this role is $95,000 USD (or equivalent in local currency), 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.

Hiring Process & Notes

• Interview steps: 30-minute video call with a Recruiter; 45-minute video call with the Hiring Manager; Research Week; Mock Call with three potential team members.
• Final candidates will be asked to complete a background check and employment verifications.
• Zoom is the only video conference platform used for virtual interviews; offers will be extended in writing on official Customer.io letterhead.
• Contact for questions: [email protected].