Associate Customer Success Manager

Job description

Hi, I’m David, the Sr Manager of Customer Success, Americas at Customer.io. We’re looking for an Associate Customer Success Manager to join our growing team.

As an Associate Customer Success Manager at Customer.io, you’ll specialize in our scale motion managing the successful onboarding of SMB and Mid-Market accounts, and ongoing support for customers on our pooled Customer Success model.

You’ll lead with empathy, innovation and problem-solving to guide assigned customers through key elements of onboarding, enabling them to achieve their desired business outcomes. Tasked with getting product and strategic questions answered for customers, you’ll collaborate with customer success enablement, technical support, sales, product, and engineering (when appropriate) to unlock the value of the Customer.io platform in the first 90 days. You’ll help manage customers’ long-term success beyond onboarding with pooled Customer Success entailing a shared inbox and ad-hoc Zoom calls where appropriate.

We don’t need you to be a marketing expert - but rather, an expert at getting questions answered and influencing the customer to make progress and move through blockers. You won’t necessarily be a data or technical expert but will be keen to get a good understanding of our app to leverage our features to make your customer successful.

This is an essential role within our greater Customer Experience team that presents exciting opportunities to influence and develop a program that directly impacts long-term objectives to scale the business with Customer Success. In this position, you’ll learn the ins and outs of the lifecycle functions of our customers and will be eligible for growth and development opportunities into other CSM roles.

Some things you’ll do:

• Kick-off calls with key stakeholders to outline the general onboarding plan and timetable
• Planning and organization of the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Conversations with customers to unearth why messaging matters to them in order to help them plan, implement, and follow through with their messaging goals
• Ensuring confidence in the Go-Live process by advising on testing strategies and steering clear of possible pitfalls as customers begin sending messages to their audiences
• Being your customer’s first point of contact to provide them with dedicated support and initial troubleshooting. We don’t expect you to know all of the answers, but you will gather information and receive help from TS, Product, and Engineering to solve problems
• Advising on best practices and practical knowledge as customers adopt new features and use cases throughout their life cycle
• Identify gaps in process and resources and take initiative to optimize the customer experience in this segment and collaborate with teammates to implement solutions
• Use the knowledge you gain working directly with accounts to inform our digital strategy and identify the largest areas for impact with digital touch
• De-risk accounts that are off track and nurture growth in the most promising accounts
• Manage our shared inbox for customer requests and questions, identifying common trends to mitigate volume and optimize process

About you:

• You’re curious and enjoy learning about different businesses and industries
• You’ve got a thirst for knowledge, and are keen to understand how our product services customer use cases
• We often find ourselves in situations like this: A customer completed their integration with Customer.io. They want to create a complex, time-sensitive campaign but their engineers are unavailable to help the marketer interpret their data for setting up this campaign. How do you help them?
• Creative problem solver who can understand the root of the customer’s problem and find the best solution
• You’re quick to recognize when a process or solution isn’t working and don’t hesitate to intentionally pivot and iterate
• You enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need to
• You’re excited at the prospect of joining a rapidly growing and evolving team and having an impact on the development of our scaled Customer Success program

What we’re looking for:

• 1+ years of experience in SaaS in a role requiring technical expertise, customer interaction, and problem-solving skills with proven success.
• You’re based in a timezone from UTC -5:00 to UTC -8:00
• You’re excited about collaborating with SMB customers and tailoring the Customer Success experience to fit their needs
• You get fulfillment from jumping into new scenarios and using your expertise to find solutions
• You’ve demonstrated the ability to learn technical subjects quickly and apply them to real-life customer cases
• You have experience communicating with technical points of contact and translating technical needs and blockers into business impact
• You’re opinionated about customer experience. To give strategic advice to customers, you should have well-formed opinions!
• Bonus points: You’ve been responsible for designing lifecycle messages
• Bonus points: You are fluent in French, Russian, and/or Spanish

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,100 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 $70,000 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.

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

1. 30-minute video call our Recruiter
2. 45-minute video call with David, Sr Manager of Customer Success, Americas
3. Approximately one week to complete a take-home assignment
4. 45-minute Review Call with potential team members

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].