Customer Success Manager

Customer.io; United States; Remote; USD 68,000 - 92,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Mental health coverage

Family coverage

Parental leave

Unlimited PTO

Remote work stipend

Wellness stipend

Professional development budget

Job summary

Customer.io is seeking a Customer Success Manager to join our Mid-Market, APAC or EMEA team. You’ll own the success of a portfolio of 40–60 Mid-Market customers, guiding them from onboarding through adoption and helping them realize value.

You'll collaborate with Account Management, Technical Support, Product, Solutions, and Engineering to translate goals into measurable outcomes, ask the right questions, and drive progress even through blockers.

Qualifications

• 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 and able to give strategic advice.
• Fluency in French, Russian, and/or Spanish (multilingual candidates prioritized).

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

Skills

CSM experience

Technical communication

Multilingual

Job description

Over 9,000 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.

About the role

Hi, my name is Lauren, Senior Manager of Customer Success at Customer.io , and I'm looking for a Customer Success Manager to join our Mid-Market, APAC or EMEA team.

You'll own the success of a dedicated portfolio of roughly 40-60 Mid-Market customers — acting as their strategic advisor from onboarding through long-term adoption, and driving commercial outcomes across your book of business. You'll partner closely with Account Management, Technical Support, Product, Solutions, and Engineering to help customers realize real value throughout their lifecycle.

We don't need you to be a marketing expert or a deeply technical one. We need someone who's an expert at asking the right questions — someone who digs until they find the real problem, not just the reported one, and who can influence a customer to make progress and move through blockers. You'll be curious and eager to understand our app well enough to take a customer's use case and turn our features into outcomes that matter to them.

What we value

• Curiosity about the business behind the customer: You're genuinely interested in how companies operate and enjoy learning your customers' industries and goals. You ask about the why behind a request before recommending a solution.
• Trusted advisor, not ticket-taker: You build relationships that turn you into a strategic partner rather than someone who simply answers questions. You have well-formed opinions about customer experience and aren't shy about sharing them.
• Ownership of commercial outcomes: You see CS as a value and growth engine. You take ownership of outcomes across your book and naturally look for opportunities to create more value, partnering with AM on retention and expansion.
• Comfort in ambiguity: You thrive on complex, open-ended customer challenges — bringing together business context, technical understanding, and creativity to solve them. You're calm under pressure, highly organized, and able to juggle competing priorities across a full portfolio.
• AI-forward thinking: You're comfortable using AI tools to improve your own productivity and your customers' outcomes, and you bring a growth mindset toward experimenting with new AI-powered ways of working.

What you'll do

• 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

What we're looking for

• 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

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.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

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.

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A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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