Manager, Account Management

Job description

Hi, I’m Kevin, Director, Account Management at Customer.io. My team and I are looking for a Manager to join our team.

As Manager, you’ll play a pivotal role in supporting and developing our account management team to ensure customer success, satisfaction, expansion and retention. You will work closely with account managers to build strong client relationships, identify growth opportunities, and resolve challenges while contributing to team strategies that maximize revenue and foster loyalty.

Some things you’ll do

• Oversee the day-to-day operations of the account management team, ensuring a high standard of customer engagement and success.
• Coach and mentor account managers to improve skills in relationship building, account planning, and upselling/cross-selling, helping them better align customer needs with our product capabilities.
• Support customer retention efforts by proactively identifying risks and working with account managers to address challenges before they escalate.
• Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships.
• Collaborate with cross-functional teams (e.g., Sales, Customer Success, Product) to address customer needs, resolve escalations, and enhance the overall customer journey.
• Partner closely with the Customer Success leaders to strategize over retention and expansion outcomes; closely aligning on key touch points in a customer’s post-sales journey
• Assist in defining and tracking key performance indicators (KPIs) to evaluate renewal performance, account health, and team revenue performance.
• Partner with the Director of Account Management to implement and refine strategic account plans, ensuring alignment with company goals.
• Stay informed about customer feedback, industry trends, and competitor activities to identify potential improvements or innovations for the team.

About You

• You’re passionate about empowering your team to deliver outstanding customer experiences.
• 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 collaborative, team-oriented mindset, with a proven ability to foster strong relationships internally and externally.
• You thrive in a role that combines strategic thinking with hands-on support and coaching.
• You are an excellent communicator, capable of explaining complex ideas clearly and tailoring your approach to a variety of audiences.
• You’re comfortable operating in underdeveloped or grey areas, but realize the importance of working towards a defined solution and clear processes
• You embody our company values of empathy, transparency, responsibility, and awkwardness.

What we’re looking for

• 4+ years of experience in account management, sales, or a related role within the SaaS industry.
• 2+ years of experience in a team leadership or mentorship capacity.
• Strong interpersonal skills with a focus on coaching and development.
• A data-driven approach to decision-making and performance evaluation.
• Experience in building and developing key account management processes to help standardize operations across the entire team.
• Self-motivated, organized, and results-oriented, with a passion for delivering value to customers and driving business success.

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 OTE of $200,000 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. 30-minute video call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. Take Home Assignment
4. Assignment Review Call with two potential team members
5. Final Interview

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].