EMEA Customer Success Lead — AI-Powered Growth & Adoption

Portland Seed Fund; United States; Remote; USD 68,000 - 92,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Mental health coverage

Parental leave

Unlimited PTO

Remote stipends

Wellness stipends

Development budget

Job summary

Customer.io is seeking a Customer Success Manager for the Mid-Market, EMEA portfolio. You will own the success of a dedicated group of roughly 50–60 customers from onboarding through long-term adoption, partnering with cross-functional teams to translate product usage into real value for each business.

You will act as a trusted advisor, guiding strategic conversations, driving retention and expansion, and embracing AI-powered ways of working to unlock growth and customer outcomes across diverse

Qualifications

• 2+ years as a Customer Success Manager for technical SaaS products.
• Experience communicating with software developers.
• Opinionated about customer experience and strategic advising.
• Fluency in French, Russian, and/or Spanish.
• Located in the United Kingdom or Ireland.

Responsibilities

• Manage a dedicated portfolio of ~50-60 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

SaaS experience

Customer experience vision

Multilingual (FR/RU/ES)

Job description

Customer.io is seeking a Customer Success Manager for the Mid-Market, EMEA portfolio. You will own the success of a dedicated group of roughly 50–60 customers from onboarding through long-term adoption, partnering with cross-functional teams to translate product usage into real value for each business.

You will act as a trusted advisor, guiding strategic conversations, driving retention and expansion, and embracing AI-powered ways of working to unlock growth and customer outcomes across diverse