Customer Success Manager

Summary

Join Customer.io's growing team as a Customer Success Manager! You will manage customer onboarding, provide ongoing support, and act as the primary point of contact for Premium plan customers. Collaborate with various teams to address customer questions and ensure successful product adoption. This role requires strong problem-solving skills, the ability to understand customer needs, and experience with technical products. We prioritize candidates fluent in French, Russian, or Spanish. Customer.io offers competitive compensation, equity, and excellent benefits, including unlimited PTO, paid parental leave, comprehensive health insurance, and a generous professional development budget.

Requirements

• Possess 2+ years of proven experience as a Customer Success Manager for technical products
• Have worked in a company doing customer success or another customer-facing role
• Have a background in SaaS
• Have experience communicating with software developers in a technical capacity
• Be opinionated about customer experience for a business and in general

Responsibilities

• Transition calls with key stakeholders to outline the general onboarding plan and timetable
• Conduct conversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goals
• Plan and organize the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Serve as your customer’s first point of contact to provide them with dedicated support and initial troubleshooting
• Follow up with customers ~1x/month after the onboarding process is complete
• Assess the customer’s plan for growth, and keep them on a good path to renewing their agreement with us each year
• Set up our contracts team for success with said renewals

Preferred Qualifications

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

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