Customer Success Manager at Customer.io
North America
What will you be doing here?

Customer.io is building out a new team, Customer Success, to work with new customers to ensure their success with the product.

As a Customer Success Manager, you’ll act as the project manager for the successful onboarding of the account. Tasked with getting general or strategic questions answered for new customers you’ll collaborate with technical support, sales, and engineering (when appropriate).

We don’t need you to be an expert at marketing - but rather an expert at getting questions answered and influencing the customer to make progress and move through blockers. You won't necessarily be a "data expert" but will be able to get specific questions answered with help from Technical Support or Engineering.



Day to day, you’ll be working with our customers who opt into an onboarding plan with us. This will include things like:

Transition calls with sales/CS/key stakeholders to outline the general onboarding plan and timetable
Conversations with customers to unearth reasons why messaging matters to them and help them plan, implement and follow through with their messaging goals
Planning and organization of the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
Following up with customers ~1x/quarter after the onboarding process is complete

A little about you:

You’re curious and enjoy learning about different businesses and industries. Creative problem solving - understanding the customer problem and finding the best solution regardless of what the customer is asking for - is something with which you’re comfortable. As new challenges arise, you’re calm and not easily rattled. 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!


What have you done before this and what do you know?

Knowledge and experience working in software / saas / startups.
You have experience working with software developers/engineers in a technical capacity.
Experience in a role where you helped onboarding customers in a software.
Defined opinions on customer experience both for our business and in general.
Clear, articulate verbal and written skills
A track record of upselling OR renewing customer relationships
This is a brand new position in the company. You would report to Maggie, our VP of Operations. During the hiring process, you’ll get to talk to her, as well as Justin, VP of Sales, and Wendy, Director of Technical Support. We look forward to hearing from you soon!



Why should you work with Customer.io?

Work anywhere in North America you want. We want to enable you to do your best work, and this is how we aim to do that—

Competitive salary - We’re offering $58,000-$72,000 USD per year 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 for you and your dependents.

Paid Parental & Medical Leave - including adoption

Retreats - We get our whole company together once a year. We've had retreats in Barcelona, Romania, Reykjavik, and Hunter Mountain, NY.

Vacation - Rest and recuperation are important. We offer unlimited paid time off with a 2-week minimum per year.


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!