Customer Success Manager

The role

You will manage a dedicated portfolio of 40-60 Mid-Market customers as a strategic partner. You will lead onboarding, build success plans, and drive commercial outcomes across the customer lifecycle.

What you will do

• Manage a dedicated portfolio of ~40-60 Mid-Market customers
• Lead onboarding through kickoffs and milestone check-ins
• Build success plans based on customer goals
• Provide proactive, consultative guidance through strategic touchpoints
• Monitor customer health and address risks
• Partner with Account Management to support retention and expansion
• Coordinate with Technical Support, Product, Solutions, and Engineering
• Own escalations end to end
• Advocate for customers by sharing product feedback
• Drive AI adoption across your portfolio

Required qualifications

• 2+ years as a Customer Success Manager for technical products, in a SaaS environment
• Experience communicating with software developers in a technical capacity
• Opinionated about customer experience
• Fluency in French, Russian, and/or Spanish
• Located in Australia, New Zealand, United Kingdom or Ireland

Nice to have

• experience designing lifecycle messages

Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
• 16 weeks paid parental leave
• unlimited PTO
• stipends for remote work and wellness
• professional development budget

Before you apply

• All final candidates will be asked to complete a background check and employment verifications

About the company

Over 9,000 companies use Customer.io to send emails, push notifications, in-app messages, and SMS. The platform powers automated communication using real-time behavioral data.