Associate Customer Success Manager

Summary

Join Customer.io's growing team as an Associate Customer Success Manager, specializing in onboarding SMB and Mid-Market accounts and providing ongoing support. You will guide customers to achieve their business outcomes, collaborating with various teams to unlock the platform's value. This role involves addressing customer questions, managing a shared inbox, and identifying process improvements. You will leverage your problem-solving skills and technical understanding to advise customers and optimize their experience. This position offers growth opportunities within the Customer Success team and contributes directly to scaling the business. You'll learn the customer lifecycle and gain valuable experience.

Requirements

• 1+ years of experience in SaaS in a role requiring technical expertise, customer interaction, and problem-solving skills with proven success
• You’re based in a timezone from UTC -5:00 to UTC -8:00
• You’re excited about collaborating with SMB customers and tailoring the Customer Success experience to fit their needs
• You get fulfillment from jumping into new scenarios and using your expertise to find solutions
• You’ve demonstrated the ability to learn technical subjects quickly and apply them to real-life customer cases
• You have experience communicating with technical points of contact and translating technical needs and blockers into business impact
• You’re opinionated about customer experience. 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 why messaging matters to them in order to 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 and take initiative to optimize the customer experience in this segment and collaborate with teammates to implement solutions
• Use the knowledge you gain working directly with accounts to inform our digital strategy and identify the largest areas for impact with digital touch
• De-risk accounts that are off track and nurture growth in the most promising accounts
• Manage our shared inbox for customer requests and questions, identifying common trends to mitigate volume and optimize process

Preferred Qualifications

• You’ve been responsible for designing lifecycle messages
• You are 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