[Hiring] Customer Success Manager @Customer.io

Role Description

Hi, my name is Lauren, Senior Manager of Customer Success at Customer.io, and I'm looking for a Customer Success Manager to join our Mid-Market, APAC or EMEA team.

• Own the success of a dedicated portfolio of roughly 40-60 Mid-Market customers.
• Act as their strategic advisor from onboarding through long-term adoption.
• Drive commercial outcomes across your book of business.
• Partner closely with Account Management, Technical Support, Product, Solutions, and Engineering.

What we value

• Curiosity about the business behind the customer.
• Trusted advisor, not ticket-taker.
• Ownership of commercial outcomes.
• Comfort in ambiguity.
• AI-forward thinking.

What you'll do

• Manage a dedicated portfolio of ~40-60 Mid-Market customers as their strategic partner across the full customer lifecycle.
• Lead onboarding — running kickoffs and milestone check-ins, and guiding customers to their first measurable outcomes.
• Build a deep understanding of each customer's goals and translate them into measurable, mutual success plans.
• Provide proactive, consultative guidance through regular strategic touchpoints and value-driven conversations.
• Monitor customer health, spot adoption trends, and address risks before they impact success.
• Partner with Account Management to support retention and expansion.
• Own escalations end to end — from identification through resolution.
• Advocate for your customers internally by sharing product feedback.
• Drive AI adoption across your portfolio — coaching customers on AI-powered solutions.
• Contribute to the broader CS organization by sharing best practices and participating in webinars and enablement initiatives.

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.
• Bonus: experience designing lifecycle messages.

Compensation & Benefits

• Salary for this role is $80,000 USD (or equivalent in local currency) depending on experience.
• 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.
• A professional development budget.

Our Process

• 30-minute video call with Recruiter.
• 45-minute video call with Hiring Manager.
• 45-minute Homework Review Call + feedback with potential team members.
• Background check and employment verifications for final candidates.

Join us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.