Customer Success Manager

About the role

The Customer Success Manager will own the success of a dedicated portfolio of 40-60 Mid-Market customers, acting as a strategic advisor from onboarding through long-term adoption. You will partner with internal teams to help customers realize value, drive commercial outcomes, and solve complex, open-ended challenges. This role requires a proactive approach to customer health, retention, and expansion within a SaaS environment.

Responsibilities

• Manage a dedicated portfolio of 40-60 Mid-Market customers as their strategic partner across the full customer lifecycle
• Lead onboarding, including running kickoffs and milestone check-ins
• Build a deep understanding of each customer's goals and translate them into measurable, mutual success plans
• Provide proactive, consultative guidance through regular strategic touchpoints and value-driven conversations
• Monitor customer health, spot adoption trends, and address risks before they impact success
• Partner with Account Management to support retention and expansion, and coordinate with internal technical teams
• Own escalations end to end from identification through resolution
• Drive AI adoption across your portfolio and contribute to the broader CS organization by sharing best practices

Required skills

• Customer Success
• SaaS
• Technical communication
• Strategic planning
• Relationship management

Nice to have

• French
• Russian
• Spanish
• Lifecycle messaging

Qualifications

• 2+ years as a Customer Success Manager for technical products in a SaaS environment
• Experience communicating with software developers in a technical capacity

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Mental health insurance
• Supplemental insurance
• 16 weeks paid parental leave
• Unlimited PTO
• Remote work stipend
• Wellness stipend
• Professional development budget

About the Company

Customer.io provides a platform used by over 9,000 companies to send automated communications, including emails, push notifications, in-app messages, and SMS, using real-time behavioral data.