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Salary: USD 80,000 - 80,000 / annual
Customer.io is a platform used by over 9,000 companies to send billions of emails, push notifications, in-app messages, and SMS daily. The company powers automated communication using real-time behavioral data.
You will join the Mid-Market Customer Success team as a Customer Success Manager, owning a dedicated portfolio of approximately 40–60 mid-market customers. You'll act as a strategic advisor throughout their lifecycle—from onboarding through long-term adoption—and drive commercial outcomes across your book of business.
Key responsibilities include:
- Managing a dedicated portfolio of ~40–60 mid-market customers as their strategic partner across the full customer lifecycle
- Leading onboarding by running kickoffs and milestone check-ins, guiding customers to their first measurable outcomes
- Building deep understanding of each customer's goals and translating them into measurable, mutual success plans
- Providing proactive, consultative guidance through regular strategic touchpoints and value-driven conversations
- Monitoring customer health, spotting adoption trends, and addressing risks before they impact success
- Partnering with Account Management to support retention and expansion, coordinating with Technical Support, Product, Solutions, and Engineering when deeper expertise is needed
- Owning escalations end-to-end, from identification through resolution, keeping customers informed and confident
- Advocating for customers internally by sharing product feedback and influencing improvements to customer experience
- Driving AI adoption across your portfolio by coaching customers on AI-powered solutions
- Contributing to the broader CS organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives
The ideal candidate is curious about how businesses operate, builds trusted advisor relationships rather than simply answering questions, takes ownership of commercial outcomes, thrives in ambiguity, and is comfortable using AI tools to improve productivity and customer outcomes. You don't need to be a marketing or deeply technical expert—you need to be skilled at asking the right questions, digging until you find the real problem, and influencing customers to make progress.
Requirements:
- 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 with well-formed views to give customers strategic advice
- Fluency in French, Russian, and/or Spanish (multilingual candidates prioritized)
- Located in Australia, New Zealand, United Kingdom, or Ireland
- Bonus: experience designing lifecycle messages
