Strategic CSM: Drive AI-Powered Growth for Mid‑Market

Customerio; United States; Remote; USD 68,000 - 92,000; Full time

Benefits offered by this job

Healthcare coverage

16 weeks parental leave

Unlimited PTO

Remote work stipend

Job summary

Customer.io is seeking a Customer Success Manager to own a portfolio of roughly 40-60 Mid-Market customers, guiding them from onboarding through long-term adoption and driving commercial outcomes across the book of business.

You will partner with cross-functional teams to uncover real problems, turn use cases into measurable value, and grow customer outcomes with AI-enabled strategies.

Qualifications

• 2+ years as a Customer Success Manager for technical SaaS products.
• Experience communicating with software developers in a technical capacity.
• Fluency in French, Russian, and/or Spanish (multilingual candidates prioritized).
• Located in Australia, New Zealand, United Kingdom or Ireland.

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, guiding customers to 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, 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.
• 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 SaaS

Dev communication

Multilingual FRRU ES

Strategic advisor

Job description

Customer.io is seeking a Customer Success Manager to own a portfolio of roughly 40-60 Mid-Market customers, guiding them from onboarding through long-term adoption and driving commercial outcomes across the book of business.

You will partner with cross-functional teams to uncover real problems, turn use cases into measurable value, and grow customer outcomes with AI-enabled strategies.