Contract Customer Success Manager

👋 Hello from the Recruiting Team at Customer.io! We’re looking for a full-time Contract Customer Success Manager to join our team at Customer.io. This role will be a “full stack” CSM: you’ll own a dedicated book of business, manage onboarding and ongoing support, and help ensure customers achieve success with Customer.io.

Customer.io has experienced consistent year-over-year growth, and as our customer base expands, we’re scaling our team to meet demand. This contract role is an exciting opportunity to make a direct impact supporting customers during a time of rapid growth, while gaining exposure to a dynamic, customer-focused SaaS environment.

• Manage onboarding and implementation for a portfolio of customers, acting as the project manager from kickoff to go-live
• Host transition and planning calls with stakeholders to understand business goals and map data + messaging strategies in Customer.io
• Partner with customers to create and execute effective campaigns, newsletters, and data workflows that align with their objectives
• Serve as your customer’s first point of contact for dedicated support and troubleshooting; collaborate with Technical Support, Product, and Engineering to get questions answered
• Proactively follow up with customers after onboarding, checking in ~1x/month to keep them on track toward renewal
• Advise on best practices for campaign design, segmentation, integrations, and lifecycle messaging
• Support our contracts team by setting up renewals for success with healthy, engaged customers

• You’re curious and enjoy learning about different businesses and industries
• You like digging into technical concepts (APIs, integrations, workflows, templating languages) and can translate them into customer-friendly guidance
• You’re a creative problem solver, able to uncover root causes and recommend solutions that may go beyond the customer’s initial ask
• You stay calm under stress and manage multiple priorities with a clear head
• You enjoy working independently, but aren’t afraid to ask for help or collaborate when needed
• You’re energized by joining a growing, evolving team and shaping how we do Customer Success

• 3+ years of experience as a Customer Success Manager (or similar customer-facing role) with a technical SaaS product
• Strong comfort communicating with technical and non-technical stakeholders — especially developers and marketers
• Background in SaaS, ideally with marketing automation or related platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo, etc.)
• Familiarity with APIs, data integrations, logic flows, and templating languages (e.g., Liquid) — not coding daily, but comfortable asking the right questions and troubleshooting root causes
• Bonus: Fluency in French, Russian, or Spanish

• Hours: 40 hours/week, Monday–Friday, overlapping Americas business hours
• Contract: Through December 31, 2025, with potential extension or conversion depending on business needs
• Location: Remote, Americas (ET/CT preferred)
• Rate: $60/hour

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 [email protected].