Customer.io is looking for a Customer Success Manager, Americas to act as the project manager for customer onboarding and dedicated support. You'll answer strategic questions for new customers and collaborate closely with technical support, sales, product, and engineering teams.
What You'll Do
- Lead transition calls with key stakeholders to outline the general onboarding plan and timetable
- Conduct conversations with customers to unearth why messaging matters to them and help them plan, implement, and follow through with their goals
- Plan and organize the data customers will send to their account and how they’ll use it to power effective campaigns
- Be your customer’s first point of contact for dedicated support and initial troubleshooting
- Follow up with customers approximately once a month after onboarding is complete
- Assess the customer’s plan for growth and keep them on a good path to renewing their agreement annually
- Set up our contracts team for success with customer renewals
What We're Looking For
- 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
Nice to Have
- Fluent in French, Russian, and/or Spanish
- Bonus points if you’ve been responsible for designing lifecycle messages
Team & Environment
You will report to the Director of Customer Success.
Benefits & Compensation
- Compensation: $80,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment
- 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
- Professional development budget
Work Mode
This is a fully remote position. Candidates must be based in the Americas and work within the PST time zone.
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