Customer Success Manager

The Customer Success Manager will own the success of a dedicated portfolio of approximately 40–60 Mid-Market customers, acting as a strategic advisor throughout the customer lifecycle.

The role begins with onboarding and continues through long-term product adoption, customer engagement, retention, and commercial outcomes. The Customer Success Manager will work closely with Account Management, Technical Support, Product, Solutions, and Engineering teams to help customers realize measurable value from Customer.io.

The role is particularly suited to professionals who enjoy understanding how businesses operate, asking thoughtful questions, identifying the underlying causes of customer challenges, and translating product capabilities into meaningful customer outcomes.

Customer.io is looking for someone who can go beyond simply responding to customer requests. The successful candidate will be expected to understand customer goals, identify blockers, provide strategic guidance, and influence customers toward meaningful progress.

About Customer.io

Customer.io provides a platform used by more than 9,000 companies, ranging from startups to global brands.

The platform enables businesses to send automated communications including emails, push notifications, in-app messages, and SMS.

Customer.io uses real-time behavioral data to help companies create more relevant and personalized communication with their customers.

The company operates across a global customer base and provides opportunities for Customer Success professionals to work with businesses across different industries, use cases, and levels of technical complexity.

What is the Customer Success Manager Role?

The Customer Success Manager is responsible for managing and improving the success of a dedicated portfolio of approximately 40–60 Mid-Market customers.

The role enables the Customer Success team to:

• Build strong relationships with customers
• Understand customer business goals and challenges
• Guide customers through onboarding
• Drive long-term product adoption
• Develop measurable customer success plans
• Provide strategic and consultative guidance
• Monitor customer health and identify potential risks
• Support customer retention and expansion
• Coordinate internal resources to resolve customer challenges
• Manage escalations from identification through resolution
• Advocate for customer needs internally
• Share customer feedback with Product and other teams
• Encourage adoption of AI-powered solutions
• Contribute to Customer Success best practices and enablement initiatives

The position requires a combination of relationship management, business understanding, technical communication, organization, problem-solving, and commercial awareness.

Key Responsibilities

1. Customer Portfolio Management

The Customer Success Manager will manage a dedicated portfolio of approximately 40–60 Mid-Market customers.

Responsibilities include:

• Acting as the strategic partner for assigned customers
• Managing relationships throughout the customer lifecycle
• Understanding customer objectives and business priorities
• Maintaining regular communication with customers
• Identifying opportunities to improve customer outcomes
• Managing competing priorities across a large customer portfolio
• Taking ownership of customer success activities
• Ensuring customers receive appropriate guidance throughout their relationship with Customer.io

2. Customer Onboarding

The Customer Success Manager will guide customers through the initial stages of their relationship with Customer.io.

Responsibilities may include:

• Leading customer kickoff meetings
• Establishing onboarding milestones
• Conducting milestone check-ins
• Helping customers understand relevant product capabilities
• Guiding customers toward their first measurable outcomes
• Identifying onboarding blockers
• Coordinating with internal teams when additional expertise is required
• Ensuring customers have a clear path toward successful adoption

3. Customer Strategy & Success Planning

A major part of the role involves understanding each customer’s goals and translating those goals into measurable success plans.

Responsibilities include:

• Developing a deep understanding of customer objectives
• Identifying the business reasons behind customer requests
• Asking questions to understand the underlying customer problem
• Translating customer requirements into relevant product outcomes
• Building mutual success plans
• Establishing measurable objectives
• Providing strategic recommendations
• Helping customers make progress against their priorities
• Advising customers on opportunities to improve their use of the platform

4. Customer Adoption & Value

The Customer Success Manager will support customers in achieving meaningful value from Customer.io.

This includes:

• Monitoring customer adoption
• Identifying opportunities to increase product usage
• Understanding customer use cases
• Connecting product capabilities with customer business outcomes
• Providing proactive guidance
• Identifying adoption blockers
• Helping customers move through challenges
• Encouraging customers to make meaningful progress
• Supporting long-term product engagement

5. Customer Health & Risk Management

The role involves actively monitoring customer health and identifying risks before they negatively affect customer success.

Responsibilities may include:

• Monitoring customer health indicators
• Identifying changes in customer adoption
• Recognizing potential risks
• Investigating reasons behind declining engagement
• Addressing customer concerns proactively
• Developing appropriate action plans
• Escalating issues when deeper expertise is required
• Working with internal teams to reduce customer risk
• Maintaining customer confidence throughout challenging situations

6. Retention & Expansion Support

The Customer Success Manager will contribute to commercial outcomes across their portfolio.

Responsibilities include:

• Taking ownership of customer outcomes
• Supporting customer retention
• Identifying opportunities to create additional customer value
• Partnering with Account Management on retention and expansion
• Understanding changing customer needs
• Communicating relevant opportunities to customers
• Helping customers recognize additional ways the platform can support their goals
• Supporting commercial objectives across the assigned book of business

7. Cross-Functional Collaboration

The Customer Success Manager will work closely with multiple internal teams.

This includes collaboration with:

• Account Management
• Technical Support
• Product
• Solutions
• Engineering
• Other Customer Success team members

Responsibilities may include:

• Coordinating internal resources around customer requirements
• Bringing technical experts into customer conversations when needed
• Communicating customer context to internal stakeholders
• Helping teams understand customer priorities
• Ensuring customer issues are appropriately routed
• Following up on cross-functional actions
• Supporting coordinated solutions to complex customer challenges

8. Escalation Management

The Customer Success Manager will own customer escalations from identification through resolution.

Responsibilities include:

• Identifying customer issues
• Understanding the underlying problem
• Coordinating appropriate internal resources
• Communicating clearly with customers
• Keeping customers informed throughout the resolution process
• Maintaining customer confidence during escalations
• Following issues through to resolution
• Ensuring appropriate follow-up after significant customer challenges

9. Customer Advocacy & Product Feedback

The Customer Success Manager will represent customer needs internally.

Responsibilities may include:

• Gathering customer feedback
• Communicating customer requirements to internal teams
• Sharing recurring customer challenges
• Providing context around customer use cases
• Advocating for improvements to the customer experience
• Influencing product and customer experience improvements
• Helping internal teams understand how customers use the platform

10. AI Adoption

AI adoption is an important part of the role.

The Customer Success Manager will:

• Encourage appropriate AI adoption across their customer portfolio
• Help customers understand AI-powered solutions
• Coach customers on relevant AI capabilities
• Explore new AI-powered approaches to customer success
• Use AI tools to improve personal productivity
• Experiment with AI-native approaches to Customer Success
• Help customers identify opportunities to improve outcomes through AI

11. Customer Success Enablement

The Customer Success Manager will also contribute to the broader Customer Success organization.

Responsibilities may include:

• Sharing successful approaches with teammates
• Contributing to Customer Success best practices
• Helping improve internal playbooks
• Participating in webinars
• Supporting enablement initiatives
• Sharing customer learnings with the wider team
• Contributing ideas for improving customer-facing processes

Skills Required

Customer Success Management, SaaS Customer Success, Technical Customer Success, Customer Relationship Management, Customer Onboarding, Customer Adoption, Customer Retention, Strategic Advisory, Customer Experience, Customer Health Management, Escalation Management, Account Management Collaboration, Technical Communication, Commercial Awareness, Problem Solving, Stakeholder Management, AI Adoption, Cross-Functional Collaboration, Product Feedback, Customer Lifecycle Management.

Eligibility Criteria

Candidates applying for the Customer Success Manager role should meet the following requirements:

• At least 2 years of experience as a Customer Success Manager for technical products
• Experience working in a SaaS environment
• Experience communicating with software developers in a technical capacity
• Ability to provide strategic advice to customers
• Strong understanding of customer experience
• Ability to ask effective questions and identify underlying customer problems
• Ability to understand customer business goals
• Ability to translate product capabilities into meaningful customer outcomes
• Strong organizational skills
• Ability to manage a portfolio of approximately 40–60 customers
• Ability to manage competing priorities
• Ability to work effectively with cross-functional teams
• Ability to manage customer escalations
• Strong written and verbal communication skills
• Comfort working in ambiguous and complex customer situations
• Willingness to use AI tools and experiment with AI-powered approaches
• Located in Australia, New Zealand, United Kingdom, or Ireland

Preferred / Additional Skills

Candidates with the following experience may have additional relevant qualifications:

• Experience managing Mid-Market SaaS customers
• Experience working with technical products
• Experience communicating with software developers
• Experience supporting customer onboarding
• Experience developing customer success plans
• Experience managing customer health and adoption
• Experience supporting retention and expansion
• Experience with customer escalations
• Experience working closely with Account Management
• Experience working with Product, Engineering, Solutions, or Technical Support teams
• Experience with AI-powered products or workflows
• Experience designing lifecycle messages

Customer.io is prioritizing multilingual candidates with fluency in:

• French
• Russian
• Spanish

Key Attributes

Customer.io is looking for Customer Success Managers who demonstrate:

Curiosity: Genuinely interested in understanding how customers operate, what they are trying to achieve, and why particular problems exist.

Strategic Thinking: Able to move beyond individual requests and understand the broader business context behind customer needs.

Trusted Advisory: Comfortable providing informed opinions and strategic recommendations rather than simply responding to customer questions.

Ownership: Takes responsibility for customer outcomes and follows issues through from identification to resolution.

Commercial Awareness: Understands that Customer Success contributes to customer value, retention, and growth.

Problem Solving: Comfortable investigating complex customer challenges and finding practical ways forward.

Organization: Able to manage a portfolio of 40–60 customers while maintaining consistent follow-through.

Adaptability: Comfortable working with ambiguity, changing priorities, and complex customer situations.

Communication: Able to communicate clearly and effectively with customers, developers, and internal stakeholders.

AI-Forward Mindset: Comfortable experimenting with AI tools and identifying ways AI can improve productivity and customer outcomes.

Work From Home / Workspace Requirements

This is a remote position supporting the APAC or EMEA region.

The role requires Customer Success Managers to communicate effectively with customers and internal teams in a remote working environment.

Candidates should be comfortable:

• Working independently
• Managing a portfolio of customers remotely
• Conducting virtual customer meetings
• Collaborating with geographically distributed teams
• Managing multiple customer priorities
• Communicating with technical and non-technical stakeholders
• Maintaining consistent follow-through without direct supervision

Working Hours

The position is listed as APAC Remote / EMEA Remote.

The provided job information does not specify a fixed daily shift or exact working-hour schedule.

Working hours may therefore be coordinated according to customer requirements, team needs, and the candidate’s regional location.

Working Days

This is a full-time employment opportunity.

The provided job description does not separately specify the exact number of working days or weekly schedule.

Salary

Base Compensation: $80,000 USD per year, or equivalent in local currency.

Compensation is dependent on experience and subject to market rate adjustment.

Benefits

Customer.io provides an inclusive benefits package designed to support employee well-being and professional growth.

Benefits mentioned for this role include:

• 100% coverage of medical insurance premiums for employees and their families
• 100% coverage of dental insurance premiums
• 100% coverage of vision insurance premiums
• 100% coverage of mental health insurance premiums
• 100% coverage of supplemental insurance premiums
• 16 weeks of paid parental leave
• Unlimited PTO
• Remote work stipends
• Wellness stipends
• Professional development budget
• Additional employee benefits

Specific benefits may depend on applicable employment terms and local requirements.

Full-Time Opportunity

This is a full-time Customer Success Manager opportunity with Customer.io.

The role provides an opportunity for experienced Customer Success professionals to manage a portfolio of Mid-Market SaaS customers while acting as strategic advisors throughout the customer lifecycle.

Successful candidates will gain exposure to customer onboarding, adoption, retention, commercial outcomes, technical communication, escalation management, product feedback, AI adoption, and cross-functional collaboration.

Who Can Apply?

This opportunity is suitable for professionals interested in:

• Customer Success Careers
• SaaS Customer Success
• Technical Customer Success
• Customer Relationship Management
• Customer Onboarding
• Customer Adoption
• Customer Retention
• Mid-Market Customer Management
• Strategic Customer Advisory
• Customer Experience
• Account Management Collaboration
• Customer Lifecycle Management
• AI-Powered Customer Success
• Remote Customer Success Jobs
• APAC Remote Jobs
• EMEA Remote Jobs
• Global SaaS Teams

Hiring Process

Customer.io describes its hiring process as a clear and human process designed to help both the company and candidates make an informed decision.

The stated process includes:

1. Recruiter Interview

A 30-minute video call with a Recruiter.

2. Hiring Manager Interview

A 45-minute video call with the Hiring Manager.

3. Homework Review

A 45-minute Homework Review Call, including feedback with potential team members.

Final candidates will also be asked to complete a background check and employment verifications as part of the pre-employment process.

Company Culture & Inclusion

Customer.io states that it recognizes the impact of systemic injustice on diverse communities and is committed to increasing inclusion and equity within the technology industry.

The company describes its efforts as including:

• Building an inclusive team culture
• Implementing bias-free hiring practices
• Developing community partnerships
• Expanding its global impact

Customer.io emphasizes values including empathy, transparency, responsibility, and a willingness to embrace some awkwardness.

How to Apply

Interested candidates can apply through Customer.io’s designated careers and application process.

Applicants should ensure their resume clearly highlights:

• 2+ years of Customer Success Manager experience
• SaaS experience
• Experience supporting technical products
• Experience communicating with software developers
• Customer onboarding experience
• Customer adoption and retention experience
• Strategic customer advisory experience
• Customer portfolio management experience
• Cross-functional collaboration
• Customer escalation management
• Commercial and customer outcome ownership
• AI-related experience where applicable
• French, Russian, and/or Spanish fluency where applicable

Candidates should also highlight practical examples demonstrating how they have helped customers achieve measurable outcomes, overcome blockers, adopt products, or improve their overall customer experience.

Frequently Asked Questions

1. Is the Customer Success Manager job a Work From Home position?

Yes. The position is advertised as APAC Remote / EMEA Remote.

2. What company is hiring for this position?

The position is with Customer.io, a customer communication platform used by more than 9,000 companies.

3. How many customers will the Customer Success Manager manage?

The role involves managing a dedicated portfolio of approximately 40–60 Mid-Market customers.

4. How much experience is required?

Candidates should have 2+ years of experience as a Customer Success Manager for technical products in a SaaS environment.

5. Is technical experience required?

The role requires experience communicating with software developers in a technical capacity. However, Customer.io states that candidates do not need to be marketing experts or deeply technical.

6. What is the salary for the Customer Success Manager position?

The listed compensation is $80,000 USD per year, or the equivalent in local currency, depending on experience and subject to market rate adjustment.

7. Which countries are eligible for this role?

The provided requirements identify candidates located in Australia, New Zealand, the United Kingdom, or Ireland.

8. Are multilingual candidates preferred?

Yes. Customer.io states that it is prioritizing candidates who are fluent in French, Russian, and/or Spanish.

9. Does the role involve customer onboarding?

Yes. The Customer Success Manager will lead onboarding activities including customer kickoffs, milestone check-ins, and guidance toward measurable initial outcomes.

10. Does the role involve customer retention and expansion?

Yes. The Customer Success Manager will partner with Account Management to support customer retention and expansion and will take ownership of commercial outcomes across their customer portfolio.

11. Does the role involve working with technical teams?

Yes. The Customer Success Manager will work with Technical Support, Product, Solutions, and Engineering when deeper technical expertise is required.

12. Does the role involve managing customer escalations?

Yes. The Customer Success Manager will own escalations from identification through resolution while keeping customers informed throughout the process.

13. Does the role involve AI?

Yes. AI adoption is specifically included in the responsibilities. Customer Success Managers will help customers adopt AI-powered solutions while also using AI tools to improve their own productivity.

14. What benefits are offered?

Customer.io lists medical, dental, vision, mental health, and supplemental insurance coverage for employees and their families, 16 weeks of paid parental leave, unlimited PTO, remote and wellness stipends, and a professional development budget.

15. What is the hiring process?

The stated process consists of a 30-minute recruiter video call, a 45-minute hiring manager video call, and a 45-minute homework review call with potential team members.

16. Are background checks required?

Yes. Final candidates will be asked to complete a background check and employment verifications as part of the pre-employment process.

17. Which video platform does Customer.io use for interviews?

Customer.io states that Zoom is its only video conference platform for virtual interviews.

18. What type of professional is Customer.io looking for?

Customer.io is looking for a Customer Success professional who is curious about customer businesses, acts as a trusted advisor, takes ownership of commercial outcomes, is comfortable with ambiguity, and is willing to work in an AI-forward environment.

19. Is experience designing lifecycle messages required?

It is listed as a bonus, rather than a core requirement.

20. What type of customers will the Customer Success Manager work with?

The position specifically focuses on Mid-Market customers, with each Customer Success Manager responsible for a portfolio of approximately 40–60 accounts.

21. Does the role provide opportunities to work across different teams?

Yes. The Customer Success Manager will collaborate with Account Management, Technical Support, Product, Solutions, Engineering, and the broader Customer Success organization.

22. What does success look like in this role?

Success involves helping assigned customers achieve measurable outcomes, adopt the platform effectively, overcome blockers, maintain strong engagement, and realize ongoing value while supporting retention and expansion.