Customer Success Manager

🔥 13 hours ago

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Customer.io

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

☁️ SaaS

📣 Marketing

💰 Series A on 2022-03

SaaS • Marketing

Customer. io is a customer engagement platform that helps businesses create personalized journeys across multiple channels, such as email, SMS, and in-app messaging, by leveraging first-party data. The platform offers solutions for crafting and automating messages with high flexibility and customization. It includes features such as data pipelines for managing customer data, visual workflow builders for automation, and tools for analytics and A/B testing to optimize messaging campaigns. Designed to scale with businesses of all sizes, Customer. io integrates with existing tools and provides a secure, compliant environment with high uptime, making it a trusted choice for over 7,400 brands globally.

📋 Description

• Manage a dedicated portfolio of ~50-60 Mid-Market customers as their strategic partner across the full customer lifecycle • Lead onboarding — running kickoffs and milestone check-ins, and guiding customers to their first measurable outcomes • Build a deep understanding of each customer's goals and translate them into measurable, mutual success plans • Provide proactive, consultative guidance through regular strategic touchpoints and value-driven conversations • Monitor customer health, spot adoption trends, and address risks before they impact success • Partner with Account Management to support retention and expansion, and coordinate with Technical Support, Product, Solutions, and Engineering when deeper expertise is needed • Own escalations end to end — from identification through resolution — keeping customers informed and confident throughout • Advocate for your customers internally by sharing product feedback and influencing improvements to the customer experience • Drive AI adoption across your portfolio — coaching customers on AI-powered solutions and modeling what AI-native Customer Success looks like • Contribute to the broader CS organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives

🎯 Requirements

• 2+ years as a Customer Success Manager for technical products, in a SaaS environment • Experience communicating with software developers in a technical capacity • Opinionated about customer experience — you should have well-formed views in order to give customers strategic advice • Fluency in French, Russian, and/or Spanish (we are prioritizing multilingual candidates for this role) • Located in the United Kingdom or Ireland • Bonus: experience designing lifecycle messages

🏖️ Benefits

• 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