Sr Manager, Customer Success

Hi, I’m Shannon, Director of Customer Success at Customer.io, and I’m looking for Customer Success Leaders 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!

Some things you'll do

• 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

About you

• Your location accommodates working hours between GMT -8 and GMT -5 (for US hire x 1)
• Your location accommodates working hours between GMT and GMT +3 (for EMEA hire x 1)
• Engaging with customers and empowering users to be more impactful in their roles is central to what inspires you
• You are motivated by coaching and empowering teams to do the work and don’t shy away from the details in order to be effective with your guidance
• You have a strong understanding of individual contributor work and how to shape processes and guidance with that perspective in mind
• You build strong x-departmental relationships and believe that embracing awkwardness, transparency, ownership, and empathy are the way to achieve mutual success
• You’re committed to providing psychological safety for team members and believe that employees do their best work when they’re given the space to be creative
• You’re comfortable operating in underdeveloped or grey areas, but realize the importance of working towards a defined solution and clear processes
• You value the nuance of communication and are comfortable communicating with audiences of diverse roles, backgrounds, experiences, cultures, etc.
• You believe that the Customer Success has the ability to define a customer’s experience and take action on customer sentiment and feedback to positively impact the customer journey for all customers

What we're looking for

• 7+ years of experience in customer success, account management, client services, or related customer-facing role
• 3-5+ years of experience managing and leading teams
• 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

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,400 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 are offering a starting salary of $145,000 - $165,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• 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

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.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application.

At Customer.io, we prioritize authentic interest and applications in our hiring process. To ensure fairness and integrity, the use of AI or automation during interviews or assessments is prohibited. Candidates who do not adhere to this will be removed from consideration.

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

1. Recruiter Screen - 30 minutes
2. Manager Screen - 45 minutes
3. Project - 4 hours
4. Project Review and Panel Interview - 60 minutes

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].