Customer Success Manager - Customer.io

About Customer.io

Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

We are looking for a Customer Success Manager to join our Mid-Market, APAC or EMEA team.

You'll own the success of a dedicated portfolio of roughly 40-60 Mid-Market customers — acting as their strategic advisor from onboarding through long-term adoption, and driving commercial outcomes across your book of business. You'll partner closely with Account Management, Technical Support, Product, Solutions, and Engineering to help customers realize real value throughout their lifecycle.

We don't need you to be a marketing expert or a deeply technical one. We need someone who's an expert at asking the right questions — someone who digs until they find the real problem, not just the reported one, and who can influence a customer to make progress and move through blockers.

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 and influencing improvements
• Drive AI adoption across your portfolio — coaching customers on AI-powered solutions

What we're looking for

• 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 and able to provide strategic advice
• Fluency in French, Russian, and/or Spanish (prioritizing multilingual candidates)
• Located in Australia, New Zealand, United Kingdom, or Ireland

Compensation & Benefits

• Salary: $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
• Remote work and wellness stipends
• Professional development budget