Director of Customer Success at Customer.io
United States of America
At Customer.io our mission is to help businesses talk like people. Today over 1000 internet businesses use Customer.io to manage, send, and track performance of email, SMSes and push notifications. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavior data: what people do or don’t do when logged in to a web or mobile app. What will you be doing here? For a long time, our technical support and sales teams were informally helping our customers be successful in the product, often spending a lot of time working with customers to plan their integration and campaigns in Customer.io. You’ll be the first person to formalize a customer success team at Customer.io that will service customers who pay us in the $10s of thousands per year range and up. You’ll own our churn metric for those customers and be responsible for keeping it low. As part of your role you’ll: work closely with Wendy, our Director of Technical Support and Justin, our VP of Sales to understand how we help customers today and decide on where responsibilities hand off between teams. define the process we use to help new customers implement Customer.io successfully in their organization - from evaluating the quality of the data they’re sending, to helping them strategize about campaigns that drive their business goals. Work with Julie on our Data Team data team to identify the KPIs your team will use to track success. Hire, train and coach Customer Success Managers to deliver a value-add experience. What type of person are you? You’re curious and enjoy learning about different businesses and industries. Creative problem solver who can understand the customer problem and find the best solution regardless of what the customer is asking for. We often find ourselves in situations like this: A customer has done a wonky data integration with Customer.io. hey want to create a complex, time-sensitive campaignbut their engineers are unavailable to make the data easier to use. How do you help them? You’re calm under stress and not easily rattled. What have you done before this? You’ve worked in a company doing customer success You’ve led teams of CSMs before You have a background in SaaS You have experience as a software developer / deep experience working with software developers in a technical capacity. You’re opinionated about customer experience for a business and in general. In order to give strategic advice to customers, you should have well formed opinions! Bonus points: You’ve been responsible for designing lifecycle messages Why should you work with Customer.io? Work at our head office in Portland, OR or remotely in a North American timezone We want to enable you to do your best work, and this is how we aim to do that— Competitive salary - We’re offering $100,000 - $140,000 USD for this position in the company depending on experience. Equity - You'll own a piece of the company. It's not a get-rich-quick deal, but if you stay around for a while, we're planning to be a long-lasting company and your piece of it may be a nice bonus. Big Impact - Our team is small, but growing quickly. The work you do will materially impact how successful we are as a company. Great Tools - Everyone in the company has a budget for a computer, a motorized standing desk, Steelcase Leap office chair, external monitor, and anything else you'd like to get your job done. Health Benefits - We pay 100% of your premiums for medical, dental and vision. Paid Parental & Medical Leave - including adoption Retreats - We get our whole company together twice a year. We've had retreats in places like Iceland, Barcelona, Romania Vacation - Rest and recuperation is important. We offer unlimited paid time off with a 2-week minimum per year. Diversity statement At Customer.io, we’re committed to building a diverse environment, and encourage minority applicants. So far, we have team members in France, Germany, Canada, and all over the US. Our CEO and CTO grew up in Singapore and Arkansas respectively, but met in New York City. Our company culture is always evolving; people from different backgrounds bring valued perspective and thoughtfulness to the work that we do and the culture we foster. Customer.io provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Customer.io complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Basically, we follow the law, but also like you for who you are!