Senior Customer Success Manager

Customer.io; México; A distancia; MXN 1,743,000 - 2,005,000; Jornada completa

Descripción de la vacante

A leading marketing automation platform is seeking a Senior Customer Success Manager to focus on enterprise customers. The role requires strong problem-solving skills and a track record of driving customer retention and growth. Candidates should have 3-4 years of SaaS experience, the ability to communicate effectively in multiple languages, and a passion for enhancing customer experiences. The position offers competitive pay and generous benefits including comprehensive insurance coverage and unlimited PTO.

Servicios

Medical, dental, and vision insurance

16 weeks paid parental leave

Unlimited PTO

Remote-work stipends

Professional development budget

Formación

• 3–4 years of SaaS Customer Success experience with targets consistently met.
• Experience with Enterprise customers and navigating organizational complexity.
• Strong ability to translate customer goals into mutual success plans.

Responsabilidades

• Manage successful onboarding and ongoing support for strategic accounts.
• Collaborate with customer success enablement and technical support.
• Ensure high-quality mutual success plans aligned with customer goals.

Conocimientos

Curiosity and inquiry skills

Creative problem solving

Calm under pressure

Advocacy for customer needs

Experience with data and integrations

Bilingual abilities (French, Spanish or Russian)

Descripción del empleo

Hello from the Recruiting Team at Customer.io! We're looking for a Senior Customer Success Manager based in the UK or Ireland who will focus on our Enterprise customer segment to join our growing team.

As a Senior Customer Success Manager at Customer.io, you’ll specialize in our largest and most strategic accounts to manage successful onboarding and ongoing support. In each phase of the customer lifecycle you’ll work with key customer contacts to understand cross-organizational goals and help them prioritize and optimize their implementation of Customer.io. You’ll use your knowledge of the customer’s business and overarching objectives paired with your expert knowledge of the platform to introduce new use cases and features that lead to the desired outcomes.

You’ll lead with empathy and problem solving to guide assigned customers through key milestones of the customer journey. You’ll collaborate with customer success enablement, technical support, sales, product, and engineering (when appropriate). When it comes time to renew and/or expand, you’ll work closely with the Account Managers on our commercial team to strategize and execute an on-time renewal.

We don’t need you to be an expert at marketing – but rather, an expert at understanding your customers’ business and translating that into consultative guidance. You’ll be confident in facilitating conversations around data and integrations to identify key pain points for the customer and enlist the help of our Technical Support and Product teams to find solutions and advocate for change.

We are building for the future of our Customer Success org and we are looking for someone with opinions on best practice and experience working with Enterprise customers. Collaborating with the other Customer.io CS experts on our team, you will help shape and expand the Enterprise offering at Customer.io.

Some things you’ll do

• Maintain consistent execution against 3 main KPIs across your book of business: 1) Gross Revenue Retention 2) Net Revenue Expansion 3) Customer Value Realisation
• Collaborate with Account Executives and Solutions Architects on internal handover of new customers
• Transition calls with key stakeholders to outline the general onboarding plan and timetable
• Conversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goals
• Plan and organize the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Be your customer’s first point of contact to provide them with dedicated support and initial troubleshooting. You will gather information and receive help from Technical Support, Product, and Engineering to solve problems
• Proactively consult customers on implementation to achieve complex initiatives at scale
• Maintain regular contact with the customer after the onboarding process is complete to stay up-to-date on progress and proactively offer solutions
• Ensure high-quality mutual success plans are in place to deliver value against your customers’ stated goals. Collaborate with the Account Management team to ensure effective account plans and renewal outcomes
• Act as a project manager for escalations and development projects involving cross-functional partners
• Quarterly meetings with your contacts to align on strategic goals and review new features, adoption, and feedback
• Semi-annual Executive Business Reviews with C-suite executives to explore successful initiatives and opportunities
• Relay key learnings and insights from working with Enterprise customers to internal departments and drive action items
• Assess the customer’s growth plan and maintain a clear renewal forecast based on data

About you

• You’re curious and enjoy learning about different businesses and industries; asking great questions comes naturally
• You have a thirst for knowledge and are keen to understand our platform
• Creative problem solver who can translate customer objectives into the best solution
• Calm under pressure and not easily rattled
• Willing to advocate for the customer when improvements are needed
• Independent with a collaborative mindset when needed
• Excited to contribute to a growing, evolving team and shape our Customer Success program

What we're looking for

• Proven track record delivering strong gross retention, solid net revenue expansion, and value-driven strategic plans
• Based in EMEA time zones
• At least 3–4 years of SaaS Customer Success experience, with targets consistently met
• Experience with Enterprise customers and navigating organizational complexity
• Comfortable owning revenue outcomes and collaborating with commercial partners on renewal/expansion strategy
• Strong ability to translate customer goals into mutual success plans
• Experience delivering world-class Executive Business Reviews with C-suite stakeholders
• Experience communicating with software developers and technical end users
• Well-versed in influencing customer experience with consultative recommendations
• Experience designing lifecycle communications or working as a CSM in marketing automation
• Ability to hold business conversations in French, Spanish or Russian

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,500 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We believe in transparency. Starting salary for this role is $95,000 USD (or equivalent in local currency), subject to market rate adjustment.

We’re committed to taking great care of our people. 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, remote-work stipends, 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.

Customer.io is an equal opportunity employer. We value diversity and inclusion.

Here’s what you can expect from our hiring process:

30-minute video call with a Recruiter

45-minute video call with the Hiring Manager

Research Week

Mock Call with three potential team members

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Check out our careers page for more information about why you should come work with us. If you’re excited by what you read — apply now.