Associate Customer Success Manager

Summary

Join Customer.io's growing team as an Associate Customer Success Manager! Specializing in the SMB and Mid-Market segments, you'll onboard new accounts, provide ongoing support, and ensure customer success. You'll collaborate with various teams to solve customer issues and unlock platform value. This role requires strong problem-solving skills, empathy, and a proactive approach to customer interaction. You'll contribute to process iteration and program development, impacting long-term business objectives. Growth and development opportunities within the CSM team are available. The position offers competitive compensation and a comprehensive benefits package.

Requirements

• Be located in the United Kingdom or Ireland
• Possess curiosity and enjoy learning about different businesses and industries
• Have a thirst for knowledge, and be keen to understand our app
• Be a creative problem solver who can understand the customer's problem and find the best solution regardless of what the customer is asking for
• Remain calm under stress and not be easily rattled
• Enjoy solving problems independently but not be afraid to ask for help or collaboration when you need to
• Be excited at the prospect of joining a quickly growing and evolving team and having an impact on the development of our Customer Success program
• Have 1+ years of experience in roles that require technical expertise, customer interaction, and problem-solving skills
• Be excited about collaborating with SMB customers and tailoring the Customer Success experience to fit their needs
• Have worked in a company doing customer success or another customer-facing role
• Get fulfillment from jumping into new scenarios and using your expertise to find solutions
• Have experience communicating with software developers in a technical capacity
• Be opinionated about customer experience for a business and in general. To give strategic advice to customers, you should have well-formed opinions!

Responsibilities

• Kick-off calls with key stakeholders to outline the general onboarding plan and timetable
• Planning and organization of the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Conversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goals
• Ensuring confidence in the Go-Live process by advising on testing strategies and steering clear of possible pitfalls as customers begin sending messages to their audiences
• Being 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 problems
• Advising on best practices and practical knowledge as customers adopt new features and use cases throughout their life cycle
• Identify gaps in process and resources to optimize the customer experience in this segment and collaborate with teammates to implement solutions
• Helping manage our shared inbox for customer requests and questions

Preferred Qualifications

• Have been responsible for designing lifecycle messages
• Be fluent in French, Russian, and/or Spanish

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io
• Opportunities to meet in person with your peers throughout the year