Customer.io

Contract Customer Success Manager

Customer.io

contract

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 $60 per hour

About the role

  • Triage and respond to customer tickets via email and Zoom
  • Diagnose root causes which includes things like API docs, conditional-logic workflows and Liquid templates to name a few
  • Identify complex issues and escalate to our technical support teams as appropriate
  • Advise on Customer.io strategy and best practices
  • Facilitate topic-focused onboarding calls and one-off support sessions as needed

Requirements

  • 2–3 years in Customer Success or Technical Account Management in SaaS or a Technical Support pro ready to transition into CS
  • Comfortable communicating with customers via email and video calls
  • Comfortable reading API docs, building logic flows, and support integrations by troubleshooting root causes
  • Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
  • Hands-off coding, you are not expected to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources
Benefits
  • Flexible schedule based on the needs of the team and customers
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API documentationconditional-logic workflowsLiquid templatestroubleshootingsupport integrationsmarketing automation
Soft Skills
customer communicationproblem-solvingescalationonboarding facilitation