Customer Success Manager, Americas

Job Description

👋 Hello from the Recruiting Team at Customer. io! We’re looking for Customer Success Managers to join our growing team.

As a Customer Success Manager at Customer. io, you’ll act as the project manager for the successful onboarding of accounts, and dedicated, ongoing support for your assigned customers. Tasked with getting general or strategic questions answered for new customers, you’ll collaborate with technical support, sales, product, and engineering (when appropriate). We don’t need you to be an expert at marketing – but rather, an expert at getting questions answered and influencing the customer to make progress and move through blockers.

You won’t necessarily be a data or technical expert but will be keen to get a good understanding of our app so that you can take a use case and leverage our features to make your customer successful. You’ll be working with our customers who opt into a Premium plan with us and partnering with our Premium Contracts team to set them up for a successful renewal when the time comes.

Some things you’ll do:Transition calls with key stakeholders to outline the general onboarding plan and timetableConversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goalsPlanning and organization of the data customers will send to their Customer. io account, and how they’ll use it to power effective campaigns and newslettersBeing your customer’s first point of contact to provide them with dedicated support and initial troubleshooting. We don’t expect you to know all of the answers, but you will gather information and receive help from TS, Product, and Engineering to solve problemsFollowing up with customers ~1x/month after the onboarding process is completeAssessing the customer’s plan for growth, and keeping them on a good path to renewing their agreement with us each yearSetting up our contracts team for success with said renewalsAbout you:You’re curious and enjoy learning about different businesses and industriesYou’ve got a thirst for knowledge, and are keen to understand our appWe often find ourselves in situations like this: A customer completed their integration with Customer.

io. They want to create a complex, time-sensitive campaign but their engineers are unavailable to help the marketer interpret their data for setting up this campaign. How do you help them?

Creative problem solver who can understand the customer problem and find the best solution regardless of what the customer is asking forYou’re calm under stress and not easily rattledYou enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need toYou’re excited at the prospect of joining a quickly growing and evolving team and having an impact on the development of our Customer Success programWhat we’re looking for:2+ years of proven experience as a Customer Success Manager for technical productsWe are prioritizing candidates that are fluent in French, Russian, and/or SpanishMust be located in a PST time zone and available to work standard PST hoursYou’ve worked in a company doing customer success or another customer-facing roleYou have a background in SaaSYou have experience communicating with software developers in a technical capacityYou’re opinionated about customer experience for a business and in general. In order to give strategic advice to customers, you should have well-formed opinions!

Bonus points: You’ve been responsible for designing lifecycle messagesAbout Customer. ioOver 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.

io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. Compensation & BenefitsWe believe in transparency.

The salary for this role is $80,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.

We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. See full benefits here →Our ProcessNo gotchas, no trick questions – just a clear, human process designed to help both of us make an informed decision. 30-minute video call with Leah, our Recruiter45-minute video call with Shannon, Director of Customer Success45-minute Homework Review Call + feedback with potential team membersAll final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

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