Senior Manager, Customer Success, EMEA
December 4
Description
• Hi, I’m Shannon, Director of Customer Success at Customer.io, and I’m looking for Sr Managers (people managers) to join our team and help shape how we deliver value to our customers! • In this role, you’ll take a proactive and strategic approach to coaching and empowering our managers and Customer Success Managers (CSMs), ensuring we consistently deliver exceptional service across all customer segments. You’ll lead initiatives that improve team performance, streamline processes, and strengthen cross-functional collaboration, helping to enhance the overall customer journey with Customer.io. • If you thrive in a dynamic environment, enjoy solving complex problems, and are passionate about building impactful relationships—both with customers and your team—we’d love to hear from you! • Collaborate with your regional counterpart to ensure alignment of process and resources, avoiding conflicting and redundant efforts • Coach and develop managers and CSMs to achieve world class service for our customers • Establish regular cadence of communication to keep the team well informed and focused on priority efforts • Maintain an informed pulse on the health of strategic accounts and high impact opportunities and risks, providing direction on execution as necessary • Strategize with CX leadership and CS Managers on retention plays for high churn risk customers • Partner with Account Management leaders to inform pipeline and align resources around upsell and renewal opportunities while compensating for contraction/churned revenue • Engage with Sales and Marketing managers to facilitate a seamless customer journey from pre-sales to post-sales, sharing feedback, lessons learned, and wins to inform how we work with prospects and customers • Support CSMs in advocating for and representing customers in collaborative efforts with Product and Engineering • Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships • Coach team members and play an active role in customer escalations, establishing playbooks and best practices to prevent escalation early and resolve issues quickly when they occur • Advise the Director of CS on resource allocation that optimizes the customer experience, leverages the strengths of top performers, and facilitates growth opportunities for individuals • Monitor KPIs (NRR, Net Expansion, Churn) and take action to maintain consistency and/or improvement as dictated by the Customer Success team strategy, helping redefine and/or establish new KPIs as necessary • Oversee utilization of the Customer Success tech stack, working with CS Ops to empower CSMs with the appropriate processes and tools
Requirements
• 7+ years of experience in customer success, account management, client services, or related customer-facing role • 3 to 5+ years of experience managing and leading teams, including managing people managers • Background in SaaS (bonus points for marketing automation, CDP, messaging platforms) with a deep understanding of managing B2B, Mid-Market customers and technical end users • Proven ability to manage and grow long-term relationships with high-value customers • Experience identifying upsells, cross-sells, renewals, and expansion revenue • Demonstrated success managing teams through organizational or technological change • Excellent verbal and written communication skills to interact effectively with customers and internal stakeholders. • Strong conflict resolution and negotiation skills • Comfort navigating technical platforms and/or in grasping new technical concepts (including a basic understanding of APIs, webhooks, template languages such as HTML, liquid, JavaScript) • Bonus points for Spanish speakers
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
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