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Salary: USD 80,000 - 80,000 / annual
Customer.io is a leading customer communication platform used by over 9,000 companies to send billions of emails, push notifications, in-app messages, and SMS daily. The company powers automated, behavior-driven communication that customers actually want to receive.
You will join the Mid-Market Customer Success team as a Customer Success Manager covering EMEA. You'll own a dedicated portfolio of approximately 50-60 mid-market customers, acting as their strategic advisor throughout their entire lifecycle—from onboarding through long-term adoption and expansion.
Key responsibilities include:
- Managing a full customer portfolio and driving commercial outcomes across your book of business
- Leading customer onboarding with kickoffs, milestone check-ins, and guidance toward first measurable outcomes
- Building deep understanding of each customer's goals and creating mutual success plans
- Providing proactive, consultative guidance through regular strategic touchpoints
- Monitoring customer health, identifying adoption trends, and addressing risks early
- Partnering with Account Management, Technical Support, Product, Solutions, and Engineering to deliver customer value
- Owning escalations end-to-end and keeping customers informed throughout resolution
- Advocating internally for customer feedback and product improvements
- Driving AI adoption across your portfolio and coaching customers on AI-powered solutions
- Contributing to the broader CS organization through best practices, playbook improvements, and enablement initiatives
The ideal candidate has 2+ years as a Customer Success Manager for technical SaaS products, with experience communicating with software developers. You're opinionated about customer experience, able to ask the right questions to uncover real problems, and skilled at translating customer goals into measurable outcomes. You thrive in ambiguity, manage competing priorities well, and are comfortable using AI tools to improve productivity. Fluency in French, Russian, and/or Spanish is prioritized. You must be located in the United Kingdom or Ireland.
