Associate Customer Success Manager, EMEA

March 15

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Customer.io

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Customer. io is a customer engagement platform that helps businesses create personalized journeys across multiple channels, such as email, SMS, and in-app messaging, by leveraging first-party data. The platform offers solutions for crafting and automating messages with high flexibility and customization. It includes features such as data pipelines for managing customer data, visual workflow builders for automation, and tools for analytics and A/B testing to optimize messaging campaigns. Designed to scale with businesses of all sizes, Customer. io integrates with existing tools and provides a secure, compliant environment with high uptime, making it a trusted choice for over 7,400 brands globally.

marketing • analytics • customer retention • user retention • email marketing

51 - 200 employees

Founded 2012

☁️ SaaS

💰 Series A on 2022-03

📋 Description

• Hi, I'm Shannon, a Customer Success Team Manager at Customer.io. We're looking for Associate Customer Success Managers to join our growing team. • As an Associate Customer Success Manager at Customer.io, you’ll specialize in our SMB and Mid-Market segment to manage the successful onboarding of accounts, and ongoing support for customers on our pooled Customer Success model. • You’ll lead with empathy and problem-solving to guide assigned customers through key elements of onboarding, enabling them to achieve their desired business outcomes. Tasked with getting general or strategic questions answered for customers, you’ll collaborate with customer success enablement, technical support, sales, product, and engineering (when appropriate) to unlock value from the Customer.io platform in the first 90 days. • You’ll help manage customers’ long-term success beyond onboarding with pooled Customer Success entailing a shared inbox and ad-hoc Zoom calls where appropriate. • We don’t need you to be a marketing expert - but rather, an expert at getting questions answered and influencing the customer to make progress and move through blockers. You won't necessarily be a data or technical expert but will be keen to get a good understanding of our app so that you can take a use case and leverage our features to make your customer successful. • This is an essential role within our greater Customer Experience team that presents exciting opportunities to iterate on process and develop a program that directly impacts long-term objectives to scale the business with Customer Success. In this position, you’ll learn the ins and outs of the lifecycle functions of our customers and will be eligible for growth and development opportunities into other CSM roles. • Kick-off calls with key stakeholders to outline the general onboarding plan and timetable • Planning and organization of the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters • Conversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goals • Ensuring confidence in the Go-Live process by advising on testing strategies and steering clear of possible pitfalls as customers begin sending messages to their audiences • Being 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 • Advising on best practices and practical knowledge as customers adopt new features and use cases throughout their life cycle • Identify gaps in process and resources to optimize the customer experience in this segment and collaborate with teammates to implement solutions • Helping manage our shared inbox for customer requests and questions

🎯 Requirements

• 1+ years of experience in roles that require technical expertise, customer interaction, and problem-solving skills. • You’re excited about collaborating with SMB customers and tailoring the Customer Success experience to fit their needs • You’ve worked in a company doing customer success or another customer-facing role (bonus points if you have a background in SaaS!) • You get fulfillment from jumping into new scenarios and using your expertise to find solutions • You have experience communicating with software developers in a technical capacity • You’re opinionated about customer experience for a business and in general. To give strategic advice to customers, you should have well-formed opinions! • Bonus points: You’ve been responsible for designing lifecycle messages • Bonus points: You are fluent in French, Russian, and/or Spanish

🏖️ Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge • 16 weeks paid parental leave (including adoption and foster care) • 100% paid insurance premiums for you and your dependents • 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions • $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment) • $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs • $300/month co-working space rental reimbursement • $2,000/yearly professional education budget for conferences, courses, workshops, books, etc. • $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work! • One month sabbatical after five years at Customer.io • We also have opportunities to meet in person with your peers throughout the year