Customer Journey Specialist, EMEA

Customer.io; México; A distancia; MXN 1,318,000 - 1,649,000; Jornada completa

Descripción de la vacante

A leading customer engagement platform is seeking a Customer Journey Specialist to help customers find value quickly in the platform. This role involves engaging with new trial users, providing guidance, and collaborating with various teams to enhance customer experience. Ideal candidates have at least 1 year of experience in a SaaS customer-facing role, strong communication skills, and a customer-focused mindset. The position offers competitive compensation with OTE of $90,000 USD and generous benefits including full medical coverage and unlimited PTO.

Servicios

100% coverage of medical, dental, vision, mental health insurance

16 weeks paid parental leave

Unlimited PTO

Stipends for remote work and wellness

Professional development budget

Formación

• 1+ years of experience in a customer-facing SaaS role.
• Proven ability to build relationships and understand customer needs.
• Strong written and verbal communication skills.

Responsabilidades

• Engage with trial users to understand goals and guide setup.
• Capture and share feedback from customer interactions.
• Monitor engagement and tailor outreach accordingly.

Conocimientos

Relationship building

Problem-solving

Communication skills

Customer focus

Time management

Educación

1+ years in a customer-facing SaaS role

Herramientas

Salesforce

Planhat

Descripción del empleo

We are looking for a Customer Journey Specialist at Customer.io , where you’ll be the bridge between new trial users and long‑term, successful customers in our self‑serve tier. Your mission: help customers get value from our platform quickly so they’re excited to become (and stay) paying users.

This is a brand new role ideal for someone who loves connecting with people, enjoys solving problems, and is motivated by helping customers succeed. You’ll combine the curiosity and customer focus of CSM skills with the proactive communication and drive of our BDRs. However, this is not a sales role. It’s a customer value and relationship role.

You’ll work with people who have already signed up for a trial or are existing customers – no cold outreach – and your impact will be felt through a boost in activations, higher conversion rates, and happier customers.

Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in‑app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real‑time behavioral data.

What you’ll do

• Engage with trial users early and often: Reach out to new sign‑ups to understand their goals, guide them through key setup steps, and help them see value quickly.
• Capture and share feedback: Surface insights from customer interactions to inform the team’s overall approach, design scalable digital outreach programs, and uncover the potential of product improvements.
• Help customers get to “aha” moments: Understand what success looks like for each user, and provide practical advice and support to help them achieve it.
• Spot and support growing accounts: Identify customers showing signs of rapid adoption or needing extra help, and proactively reach out to accelerate success on both ends of the spectrum.
• Collaborate across teams: Partner with Product and Engineering, Customer Success, and Support to ensure customers get timely help and a smooth experience transitioning from trial to paying customer.
• Monitor engagement and usage: Use data to identify patterns – who’s getting stuck, who’s thriving, and tailor your outreach accordingly.
• Educate and empower: Share best practices, product tips, and relevant resources to help users become confident with our platform.

About you

• You love connecting with people and helping them find solutions that work.
• You’re curious about businesses, data, messaging strategy, and what makes customers tick.
• You’re comfortable navigating both technical and non‑technical conversations.
• You enjoy problem‑solving, learning on the fly, and thinking creatively to help customers move forward.
• You’re organized, detail‑oriented, and can manage multiple conversations at once.
• You thrive in fast‑paced, collaborative environments and take initiative to improve processes.
• You’re excited to grow your career in customer success, sales, or onboarding.

What we’re looking for

• 1+ years of experience in a customer‑facing SaaS role—such as Customer Success, Support, Sales, or Onboarding.
• Proven ability to build relationships, understand customer needs, and guide them toward solutions.
• Comfort working with CRM and engagement tools (like Salesforce, Planhat, or similar).
• Strong written and verbal communication skills.
• A proactive mindset – you’re motivated by goals and find satisfaction in driving measurable impact.

Bonus points if you have

• Experience supporting SMB or Mid‑Market customers in a tech or SaaS environment.
• Familiarity with customer lifecycle metrics like activation, retention, or churn.
• Previous exposure to marketing automation or messaging platforms.
• Fluency in Spanish, French, or another language.

Why you’ll love working here

This is a foundational role on our Account Management team. As we build out a new approach for supporting and growing our self‑serve tier, this role is an opportunity to directly influence how we activate and retain customers at scale. You’ll be part of a collaborative, supportive team that values curiosity, empathy, and experimentation. And as you grow, you’ll have opportunities to advance into other areas like Customer Success, Sales, or the Premium Account Management team.

We believe in transparency. The salary for this role is $72,000 base + $18,000 variable = $90,000 OTE 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.

No gotchas, no trick questions – just a clear, human process designed to help both of us make an informed decision.

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.

As set forth in Customer.io’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.