Customer Success Manager
Customer.io
contract
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $60 per hour
Job Level
Mid-LevelSenior
About the role
- Manage onboarding and implementation for a portfolio of customers, acting as the project manager from kickoff to go-live
- Host transition and planning calls with stakeholders to understand business goals and map data + messaging strategies in Customer.io
- Partner with customers to create and execute effective campaigns, newsletters, and data workflows that align with their objectives
- Serve as your customer’s first point of contact for dedicated support and troubleshooting; collaborate with Technical Support, Product, and Engineering to get questions answered
- Proactively follow up with customers after onboarding, checking in ~1x/month to keep them on track toward renewal
- Advise on best practices for campaign design, segmentation, integrations, and lifecycle messaging
- Support our contracts team by setting up renewals for success with healthy, engaged customers
Requirements
- 3+ years of experience as a Customer Success Manager (or similar customer-facing role) with a technical SaaS product
- Strong comfort communicating with technical and non-technical stakeholders — especially developers and marketers
- Background in SaaS, ideally with marketing automation or related platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo, etc.)
- Familiarity with APIs, data integrations, logic flows, and templating languages (e.g., Liquid) — not coding daily, but comfortable asking the right questions and troubleshooting root causes
- Bonus: Fluency in French, Russian, or Spanish