Customer.io is hiring a Contract Customer Success Manager for the Americas region. This part-time contractor role supports our growing team by managing high volumes of customer requests within a pooled support model. You’ll provide coverage during team leave and focus on delivering excellent service to help customers maximize their use of our platform.
What You'll Do
- Triage and respond to customer tickets via email and Zoom.
- Diagnose root causes using API documentation, conditional-logic workflows, and Liquid templates.
- Identify complex issues and escalate to technical support teams as appropriate.
- Advise customers on Customer.io strategy and best practices.
- Facilitate topic-focused onboarding calls and one-off support sessions as needed.
What We're Looking For
- 2–3 years in Customer Success or Technical Account Management within SaaS, or Technical Support experience ready to transition into Customer Success.
- Comfortable communicating with customers via email and video calls.
- Comfortable reading API documentation, building logic flows, and troubleshooting root causes for integrations.
- Familiarity with marketing automation platforms such as Customer.io, Marketo, Braze, Iterable, ActiveCampaign, or Klaviyo.
Technical Stack
- Customer.io
- Zoom
Team & Environment
You will work alongside the Americas Scaled Customer Success team.
Work Mode
This is a remote position open to candidates based in the Americas.
Customer.io emphasizes empathy, transparency, responsibility, and a little awkwardness. We are committed to using our influence to increase inclusion and equity within the tech industry, striving to build an inclusive team culture and implement bias-free hiring practices.
