Customer.io is looking for a Contract Customer Success Manager to join our scaling team on a part-time basis. You will step in to support high volumes of customer requests and provide capacity coverage, helping us maintain excellent service as our business grows in the EMEA region.
What You'll Do
- Triage and respond to customer tickets via email and Zoom.
- Diagnose root causes, including reviewing API docs, conditional-logic workflows, and Liquid templates.
- Identify complex issues and escalate to our technical support teams as appropriate.
- Advise 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 of experience in Customer Success or Technical Account Management within SaaS.
- Comfortable communicating with customers via email and video calls.
- Comfortable reading API docs, building logic flows, and supporting integrations by troubleshooting root causes.
- You are hands-off on coding; you won't be expected to read or write code, but can ask the right questions to unblock customers and get them the appropriate resources.
Nice to Have
- Familiarity with marketing automation platforms like Customer.io, Marketo, Braze, Iterable, ActiveCampaign, or Klaviyo.
Team & Environment
You will work alongside our Americas Scaled Customer Success team.
Work Mode
This is a remote position open to candidates located within the EMEA region.
Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry.
