Strategic Enterprise Customer Success Manager

customerio; United States; Remote; USD 117,000 - 143,000; Full time

Job summary

Customer.io is seeking a Senior Customer Success Manager, Strategic to join the Americas team and own relationships with large, strategic customers. You will guide accounts from onboarding through renewal, tie platform use to business results, and partner with cross-functional teams to ensure long-term success.

The role focuses on managing 20–35 strategic clients, each with ARR above $100k, driving renewals and expansions while communicating value to executives. Based in the U.S.

Qualifications

• 5+ years of enterprise CSM experience in SaaS.
• Hands-on commercial involvement in renewals, upsell, or expansion.
• Strategic, consultative skills: tie platform usage to business value and present impact to executives.
• Comfort with APIs, integrations, and data models.
• Influence across teams to focus on customer needs.
• Enthusiasm for AI and learning new functionality as it ships.

Responsibilities

• Manage a book of roughly 20 to 35 Strategic customers, each above $100k in ARR, guiding them through onboarding, adoption, and long-term success.
• Link platform use to measurable business outcomes, and track results such as renewal rate and growth dollars across your book.
• Partner with Account Managers to spot and qualify expansion opportunities, shape renewal strategy, and keep customer value aligned with revenue goals.
• Lead quarterly and executive business reviews, including onsite EBRs, and build mutual success plans with senior stakeholders.
• Build relationships with several stakeholders in each account, including leaders above the day-to-day decision maker.
• Read account risk closely, dig into the signals, and decide on the best next steps, including managing escalations.
• Talk through technical needs with users, then raise the conversation to strategic impact with executive sponsors and give recommendations that keep customers renewing year after year.
• Act as a bridge between Customer Success, Technical Support, Product, and Engineering, advocating for customers and bringing fresh perspectives to the CS org.

Skills

Enterprise CSM

Strategic account management

Tools

APIs

Integrations

Data models

Job description

Customer.io is seeking a Senior Customer Success Manager, Strategic to join the Americas team and own relationships with large, strategic customers. You will guide accounts from onboarding through renewal, tie platform use to business results, and partner with cross-functional teams to ensure long-term success.

The role focuses on managing 20–35 strategic clients, each with ARR above $100k, driving renewals and expansions while communicating value to executives. Based in the U.S.