Customer.io - Manager, Customer Success
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
Responsibilities
• 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
Benefits
• We believe in transparency. Starting salary for this role is $120,000 – $140,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. • $120,000 – $140,000 USD • 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. • Recruiter Screen (30 minutes) • Hiring Manager Interview (45 minutes) • Leadership Case Presentation (60 minutes) • 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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