Customer Success Manager, Americas

Customer.io is a growing company looking for Customer Success Managers to enhance their team. In this role, you will manage the onboarding of accounts and provide ongoing support to ensure customer success and satisfaction with the platform.

Responsibilities:

• Transition calls with 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
• Being your customer’s first point of contact to provide them with dedicated support and initial troubleshooting. We don’t expect you to know all of the answers, but you will gather information and receive help from TS, Product, and Engineering to solve problems
• Following up with customers :1x/month after the onboarding process is complete
• Assessing the customer’s plan for growth, and keeping them on a good path to renewing their agreement with us each year
• Setting up our contracts team for success with said renewals

Requirements:

• 2+ years of proven experience as a Customer Success Manager for technical products
• Must be located in a PST time zone and available to work standard PST hours
• You've worked in a company doing customer success or another customer-facing role
• You have a background in SaaS
• You have experience communicating 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!
• Fluent in French, Russian, and/or Spanish
• Bonus points: You've been responsible for designing lifecycle messages