Senior Customer Success Manager, Strategic

Job not on LinkedIn

🔥 3 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $130k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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 book of roughly 20 to 35 Strategic customers, each above $100k in ARR, guiding them through onboarding, adoption, and long-term success • Link platform use to measurable business outcomes and track renewal rate and growth dollars • Partner with Account Managers to identify expansion opportunities and shape renewal strategy • Lead quarterly and executive business reviews, including onsite EBRs • Build mutual success plans with senior stakeholders • Build relationships with multiple stakeholders in each account, including executive leaders • Monitor account risk, investigate signals, determine next steps, and manage escalations • Discuss technical needs with users and connect them to strategic impact for executive sponsors • Provide recommendations that support long-term renewals • Bridge Customer Success, Technical Support, Product, and Engineering • Advocate for customers and bring fresh perspectives to the Customer Success organization

🎯 Requirements

• Based in the U.S. or Canada, and open to travel • 5+ years of enterprise CSM experience in SaaS, managing complex, strategic accounts • Hands-on commercial involvement in renewals, upsell, or expansion • Clear grasp of gross retention and expansion drivers • Ability to tie platform usage to business value and present that impact to executives through EBRs and partnership reviews • Comfort with APIs, integrations, and data models • Track record of influencing colleagues to focus on customer needs • Enthusiasm for AI and urgency to keep learning new functionality • Spanish language skills are a bonus • Experience running client onsites is a bonus • Background in martech, CDPs, or messaging platforms is a bonus

🏖️ Benefits

• 10% variable compensation • Equity grant in the form of stock options • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family • 16 weeks paid parental leave • Unlimited PTO • Remote work stipend • Wellness stipend • Professional development budget

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