If you’re a technically curious Customer Success Manager who enjoys guiding customers through complex onboarding and long-term growth, this role offers ownership, impact, and flexibility. Customer.io supports thousands of teams worldwide — and this position plays a key role in helping premium customers succeed and renew with confidence.
💼 Employment Type: Full-Time
📍 Location: Remote (Americas)
🕒 Time Zone Requirement: PST only (must be available during standard PST hours)
💰 Compensation: $80,000 USD (or local equivalent, market-adjusted)
💬 Job Overview
Customer.io is hiring Customer Success Managers to lead onboarding and provide ongoing, dedicated support for Premium customers. In this role, you’ll act as a project manager and primary point of contact — collaborating with Technical Support, Sales, Product, and Engineering to remove blockers and help customers make consistent progress.
You don’t need to be a marketing expert. Instead, you’ll be an expert at getting answers, navigating complexity, and helping customers turn use cases into real outcomes using Customer.io’s platform.
📋 Key Responsibilities
Lead transition calls to outline onboarding plans and timelines.
Guide customers through onboarding and early adoption.
Uncover customer goals and help plan, implement, and follow through on messaging strategies.
Help customers organize and use their data to power campaigns and newsletters.
Serve as the first point of contact for support and initial troubleshooting.
Gather information and coordinate with Technical Support, Product, and Engineering to resolve issues.
Follow up with customers approximately once per month after onboarding.
Assess customer growth plans and help set the stage for successful renewals.
Partner with the Premium Contracts team to support renewals.
Advocate for customer needs and progress internally.
🧩 Requirements
2+ years of experience as a Customer Success Manager for technical products.
Background in SaaS and customer-facing roles.
Experience communicating with software developers in a technical context.
Strong problem-solving skills and ability to move customers forward through blockers.
Calm under pressure and comfortable navigating ambiguity.
Ability to work independently while collaborating cross-functionally.
Must be located in a PST time zone and available during standard PST hours.
🌍 Language Preferences (Highly Valued)
Fluency in French, Russian, and/or Spanish is strongly preferred.
➕ Bonus Points
Experience designing lifecycle or automated messaging.
Strong opinions about customer experience and how to improve it.
✨ Why You’ll Love This Job
Customer.io offers a people-first, remote-friendly culture with exceptional benefits. You’ll receive 100% coverage of medical, dental, vision, mental health, and supplemental insurance for you and your family, 16 weeks paid parental leave, unlimited PTO, remote work and wellness stipends, and a professional development budget — all in a transparent, supportive environment.
🌟 Who This Job Is Perfect For
Customer Success Managers in SaaS or technical products.
CS professionals who enjoy onboarding, problem-solving, and customer advocacy.
Candidates comfortable working with technical and non-technical stakeholders.
Remote workers in PST looking for ownership and long-term impact.
Professionals excited to help shape and grow a Customer Success program.
🏢 About the Company
Customer.io powers automated messaging for over 8,000 companies worldwide, enabling teams to send relevant emails, push notifications, in-app messages, and SMS using real-time behavioral data. From startups to global brands, Customer.io helps businesses communicate in smarter, more human ways.
🚀 How to Apply
You’ll be redirected to Customer.io’s official careers page. The interview process is transparent and fully remote.
