Manager, Customer Success

🔥 15 hours ago

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Customer.io

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

☁️ SaaS

💰 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

• Lead a pod of 5-7 CSMs through structured 1:1s, performance feedback, and development conversations — with a clear standard for what good looks like at every level • Own retention and growth outcomes across your pod's book of business; engage directly on escalations, at-risk renewals, and high-value accounts where your involvement matters • Translate org-level priorities into team-level goals, workloads, and clear expectations your directs can execute against • Manage the full performance spectrum — accelerate high performers, address underperformance early and directly, and document with the rigor that People Team processes require • Surface patterns and insights from your pod's book to senior leadership — with proposed solutions, not just observations • Drive AI adoption on your team, identifying efficiency opportunities and modeling what AI-native CS work looks like in practice

🎯 Requirements

• 2-3 years of people management experience in a B2B SaaS CS environment, with a track record of developing CSMs — not just managing their workload • Commercial accountability in previous roles — you've owned or closely partnered on GRR/NRR targets and know how to connect team behavior to those outcomes • Demonstrated experience leading a team through change — org shifts, model changes, ambiguous environments — while keeping performance and morale intact • High autonomy — you operate without day-to-day direction, surface risks before they become fires, and bring a point of view to every conversation • Genuine AI fluency — you can speak to specific ways you've used AI to change how your team operates, not just tools you've explored • Comfortable getting on the phone — you're coaching-first, but you know when manager involvement on an escalation or renewal is what actually moves things

🏖️ 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