Senior Customer Success Manager, Strategic

Job Description

About Customer.io

Over 9,000 companies, from scrappy startups to global brands, use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

Hi! I’m Lauren, Senior Manager of Customer Success at Customer.io. I’m looking for a Senior Customer Success Manager, Strategic to join our Americas team and own relationships with some of our largest customers. You’ll guide each account from onboarding through renewal, tie platform use to the business results your customers care about, and partner with Account Managers, Technical Support, Product, and Engineering along the way.

What we value

• Customer outcomes first: you connect what a customer does in Customer.io to the goals their business is trying to reach
• Ownership: you run your book of business, watch for risk early, and decide on next steps with confidence
• Collaboration: you work with Account Managers, Technical Support, Product, and Engineering to get customers what they need
• Curiosity about AI: you pick up new AI functionality quickly and bring it into your conversations with customers
• Adaptability: you handle a varied, non-verticalized book and a fast pace of change with a steady head

What you’ll do

• Manage a book of roughly 20 to 35 Strategic customers, each above $100k in ARR, guiding them through onboarding, adoption, and long-term success
• Link platform use to measurable business outcomes, and track results such as renewal rate and growth dollars across your book
• Partner with Account Managers to spot and qualify expansion opportunities, shape renewal strategy, and keep customer value aligned with revenue goals
• Lead quarterly and executive business reviews, including onsite EBRs, and build mutual success plans with senior stakeholders
• Build relationships with several stakeholders in each account, including leaders above the day-to-day decision maker
• Read account risk closely, dig into the signals, and decide on the best next steps, including managing escalations
• Talk through technical needs with users, then raise the conversation to strategic impact with executive sponsors and give recommendations that keep customers renewing year after year
• Act as a bridge between Customer Success, Technical Support, Product, and Engineering, advocating for customers and bringing fresh perspectives to the CS org

What we’re looking for

• Based in the U.S. or Canada, and open to travel
• 5+ years of enterprise CSM experience in SaaS, managing complex, strategic accounts
• Hands-on commercial involvement in renewals, upsell, or expansion, with a clear grasp of gross retention and expansion drivers
• Strategic, consultative skills: you can tie platform usage to business value and present that impact to executives through EBRs and partnership reviews
• Comfort with APIs, integrations, and data models, enough to problem-solve at a high level without handing off every technical question
• Influence across teams, with a track record of getting colleagues to focus on customer needs
• Enthusiasm for AI and the urgency to keep learning new functionality as it ships

Bonus points!

• Background in martech, CDPs, or messaging platforms
• Spanish language skills
• Experience running client onsites

Compensation & Benefits

We believe in transparency. Starting salary for this role is $130,000 base + 10% variable (or equivalent in local currency) depending on experience and subject to market rate adjustment.  In addition to base salary, this role includes an equity grant in the form of stock options, so you share in the success you help build.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

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

1. 30-minute video call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. 60-minute Case Study Review with the Hiring Manager and potential team members
4. Final 30-minute video call with Leadership

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].

Join us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read, apply now.