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Customer.io · 2 days ago

Contract Customer Success Manager, Americas

United States

Contract

Remote

Entry, Mid Level

$60/hr - $60/hr

2+ years exp

Customer.io is a rapidly growing SaaS company committed to delivering world-class service. The Customer Success Manager will manage customer requests, provide support during team members' leaves, and help customers maximize their experience with the platform.

Digital MediaProduct SearchSaaSSoftware

Comp. & Benefits

Responsibilities

Triage and respond to customer tickets via email and Zoom

Diagnose root causes which includes things like API docs, conditional-logic workflows and Liquid templates to name a few

Identify complex issues and escalate to our technical support teams as appropriate

Advise on Customer.io strategy and best practices

Facilitate topic-focused onboarding calls and one-off support sessions as needed

Qualification

Customer Success experienceTechnical Account ManagementAPI documentationMarketing automation platformsEmpathyClear communicationSelf-starter

Required

2–3 years in Customer Success or Technical Account Management in SaaS or a Technical Support pro ready to transition into CS

Comfortable communicating with customers via email and video calls

Comfortable reading API docs, building logic flows, and support integrations by troubleshooting root causes

Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)

Hands-off coding, you are not expect to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources