Customer Success Manager

customerio; USA; Remote; USD 72.000 - 88.000; Vollzeit

Benefits dieser Stelle

Health benefits for employee and 1+

Unlimited PTO

16 weeks parental leave

Remote work stipend

Professional development budget

Dental & vision coverage

Mental health support

Zusammenfassung

customerio is seeking a Customer Success Manager to steward a mid-market portfolio of 40–60 accounts across APAC and EMEA. You’ll guide onboarding, drive measurable outcomes, and partner with product, engineering, and solutions teams to ensure ongoing success.

You will transform customer goals into mutual success plans, monitor health, and proactively address risks while supporting retention and expansion efforts.

Qualifikationen

• Two or more years as a Customer Success Manager for technical SaaS products.
• Experience communicating with software developers in a technical capacity.
• Well-formed, opinionated views on customer experience to inform strategic advice.
• Fluency in French, Russian, and/or Spanish.
• Located in Australia, New Zealand, the United Kingdom, or Ireland.

Aufgaben

• Manage a dedicated portfolio of roughly 40-60 mid-market customers as their strategic partner across the full customer lifecycle.
• Lead onboarding through kickoffs and milestone check-ins, guiding customers to their first measurable outcomes.
• Translate each customer's goals into mutual success plans and run proactive, consultative touchpoints.
• Monitor customer health, surface adoption trends, and address risks before they become problems.
• Partner with account management on retention and expansion, coordinating deeper expertise when needed.
• Own escalations end-to-end and advocate for customers internally through structured product feedback.
• Coach customers on AI-powered solutions and contribute to playbooks, webinars, and enablement across the CS organization.

Kenntnisse

Customer success

SaaS

Technical communication

Account management

Jobbeschreibung

Role overview

A customer success role focused on a mid-market portfolio of roughly 40-60 accounts across the APAC and EMEA regions. The CSM acts as a strategic advisor from onboarding through long-term adoption, partnering with account management, technical support, product, solutions, and engineering teams. The position emphasizes asking the right questions, owning commercial outcomes, and modeling what AI-native customer success can look like for technical product users.

Responsibilities

• Manage a dedicated portfolio of roughly 40-60 mid-market customers as their strategic partner across the full customer lifecycle
• Lead onboarding through kickoffs and milestone check-ins, guiding customers to their first measurable outcomes
• Translate each customer's goals into mutual success plans and run proactive, consultative touchpoints
• Monitor customer health, surface adoption trends, and address risks before they become problems
• Partner with account management on retention and expansion, coordinating deeper expertise when needed
• Own escalations end-to-end and advocate for customers internally through structured product feedback
• Coach customers on AI-powered solutions and contribute to playbooks, webinars, and enablement across the CS organization

Requirements

• Two or more years as a Customer Success Manager for technical products in a SaaS environment
• Experience communicating with software developers in a technical capacity
• Well-formed, opinionated views on customer experience to inform strategic advice
• Fluency in French, Russian, and/or Spanish
• Located in Australia, New Zealand, the United Kingdom, or Ireland

Nice to have

• Experience designing lifecycle messages

Benefits and work setup

• Base salary of $80,000 USD (or local-currency equivalent), subject to market adjustment
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employee and family
• 16 weeks of paid parental leave and unlimited PTO
• Stipends for remote work and wellness, plus a professional development budget