Customer.io - Customer Success Manager
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 Australia, New Zealand, United Kingdom or Ireland • Bonus: experience designing lifecycle messages
Responsibilities
• Manage a dedicated portfolio of ~40-60 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
Benefits
• We believe in transparency. The salary for this role is $80,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. • We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family • 16 weeks paid parental leave, unlimited PTO • Our Process • No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision. • 30-minute video call with Recruiter • 45-minute video call with Hiring Manager • 45-minute Homework Review Call + feedback with potential team members • All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. • Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. • Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected]. • Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.
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