Senior Customer Success Manager

👋 Hello from the Recruiting Team at Customer.io! We're looking for a Senior Customer Success Manager based in the UK or Ireland who will focus on our Enterprise customer segment to join our growing team.

As a Senior Customer Success Manager at Customer.io, you’ll specialize in our largest and most strategic accounts to manage successful onboarding and ongoing support. In each phase of the customer lifecycle you’ll work with key customer contacts to understand cross organizational goals and help them prioritize and optimize their implementation of Customer.io. You’ll use your knowledge of the customer’s business and overarching objectives paired with your expert knowledge of the platform to introduce new use cases and features that lead to the desired outcomes.

You’ll lead with empathy and problem solving to guide assigned customers through key milestones of the customer journey. Tasked with getting tactical or strategic questions answered for customers, you’ll collaborate with customer success enablement, technical support, sales, product, and engineering (when appropriate. When it comes time to renew and/or expand, you’ll work closely with the Account Managers on our commercial team to strategize and execute an on-time renewal.

We don’t need you to be an expert at marketing - but rather, an expert at understanding your customers’ business and translating that into consultative guidance. You’ll be confident in facilitating conversations around data and integrations to identify key pain points for the customer and enlist the help of our Technical Support and Product teams to find solutions and advocate for change.

We are building for the future of our Customer Success org and we are looking for someone with opinions on best practice and experience working with Enterprise customers. Collaborating with the other Customer.io CS experts on our team, you will help shape and expand the Enterprise offering at Customer.io.

• Maintain consistent execution against 3 main KPIs across your book of business: 1) Gross Revenue Retention 2) Net Revenue Expansion 3) Customer Value Realisation
• Collaborate with Account Executives and Solutions Architects on internal handover of new customers
• 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
• Plan and organize the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Be 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
• Proactively consult customers on implementation to achieve complex initiatives at scale
• Maintain regular contact with the customer after the onboarding process is complete to stay up-to-date on progress and proactively offer solutions
• Ensure high quality mutual success plans are in place to deliver value against your customers’ stated goals. Also, collaborate with your partners in the Account Management team to ensure that effective account plans are in place to deliver exceptional renewal outcomes
• Act as a project manager for escalations and development projects that will involve cross-functional partners
• Quarterly meetings with your point of contacts to align on strategic goals - also review new features, strategize adoption, and collect feedback
• Semi-annual Executive Business reviews with C-suite executives and other key stake holders to collaborate on successful initiatives and opportunities for the partnership
• Relay key learnings, trends and insights from working with Enterprise customers to internal departments and collaborating on the resulting action items
• Assess the customer’s plan for growth, and keeping them on a good path to renewing their agreement with us each year - you will have a clear, objective, renewal forecast perspective based on data

• You’re curious and enjoy learning about different businesses and industries and what makes them successful - asking great questions is second nature to you
• You’ve got a thirst for knowledge, and are keen to understand our platform
• Creative problem solver who can understand the customer objective and find the best solution regardless of what the customer is asking for
• You’re calm under stress and not easily rattled
• You’re not shy to speak up on behalf of a customer when there’s something we can do to provide a better experience
• You enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need to
• You’re excited at the prospect of joining a quickly growing and evolving team and having an impact on the development of our Customer Success program

• You can demonstrate a track record in delivering exceptional gross retention figures, impressive net revenue expansion results and strategic plans that deliver value outcomes
• You’re based in EMEA timezones
• You have at least 3-4 years of experience in Customer Success working in SaaS - you can articulate how you’ve consistently delivered against targets over your career
• You have experience working with Enterprise customers and are familiar with the organizational complexities that come along with high profile initiatives
• You’re comfortable owning revenue outcomes and collaborating with commercial partners to translate value into renewal/expansion strategy
• You have experience with deep understanding of customers’ organizational goals and translating intended outcomes to mutual success plans to get there
• You are well-practiced in planning and delivering world-class Executive Business Reviews. You know how to capture the attention of C-suite stakeholders and leave them feeling like our partnership is a strategic priority
• You have experience communicating with software developers and/or technical end users in a technical capacity
• You’ve seen what the gold standard of Customer Success execution looks like across different businesses or industries
• You are opinionated about the customer experience and understand how to influence your clients with well-supported, consultative, recommendations

Bonus points!!

• You’ve been responsible for designing lifecycle messages or working as a CSM in the marketing automation space
• You can hold business conversations in French, Spanish or Russian

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,500 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We believe in transparency. Starting salary for this role is $95,000 USD (or equivalent in local currency), subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter

2. 45-minute video call with the Hiring Manager

3. Research Week

4. Mock Call with three potential team members

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

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. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.