Customer Success Manager
Customer.io$80,000/yrRemote from 16 countries
Australia, Bangladesh, China, Hong Kong, Indonesia, India, Japan, South Korea, Malaysia, New Zealand, Philippines, Pakistan, Singapore, Thailand, Taiwan, Vietnam
At $80,000/yr, this role pays less than the middle Customer Success opening on the board today ($153k/yr); the usual band for that kind of seat is $122k–$265k/yr.
The posting
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.
About the role
Hi, my name is Lauren, Senior Manager of Customer Success at Customer.io , and I'm looking for a Customer Success Manager to join our Mid-Market, APAC or EMEA team.
You'll own the success of a dedicated portfolio of roughly 40-60 Mid-Market customers - acting as their strategic advisor from onboarding through long-term adoption, and driving commercial outcomes across your book of business. You'll partner closely with Account Management, Technical Support, Product, Solutions, and Engineering to help customers realize real value throughout their lifecycle.
We don't need you to be a marketing expert or a deeply technical one. We need someone who's an expert at asking the right questions - someone who digs until they find the real problem, not just the reported one, and who can influence a customer to make progress and move through blockers. You'll be curious and eager to understand our app well enough to take a customer's use case and turn our features into outcomes that matter to them.
What we value
- Curiosity about the business behind the customer: You're genuinely interested in how companies operate and enjoy learning your customers' industries and goals. You ask about the why behind a request before recommending a solution.
- Trusted advisor, not ticket-taker: You build relationships that turn you into a strategic partner rather than someone who simply answers questions. You have well-formed opinions about customer experience and aren't shy about sharing them.
- Ownership of commercial outcomes: You see CS as a value and growth engine. You take ownership of outcomes across your book and naturally look for opportunities to create more value, partnering with AM on retention and expansion.
- Comfort in ambiguity: You thrive on complex, open-ended customer challenges - bringing together business context, technical understanding, and creativity to solve them. You're calm under pressure, highly organized, and able to juggle competing priorities across a full portfolio.
- AI-forward thinking: You're comfortable using AI tools to improve your own productivity and your customers' outcomes, and you bring a growth mindset toward experimenting with new AI-powered ways of working.
What you'll do
- Manage a dedicated portfolio of ~40-60 Mid-Market customers as their strategic partner across the full customer lifecycle
- Lead onboarding - running kickoffs and milestone check-ins, and guiding customers to their first measurable outcomes
- 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 Technical Support, Product, Solutions, and Engineering when deeper expertise is needed
- Own escalations end to end - from identification through resolution - keeping customers informed and confident throughout
- Advocate for your customers internally by sharing product feedback and influencing improvements to the customer experience
- Drive AI adoption across your portfolio - coaching customers on AI-powered solutions and modeling what AI-native Customer Success looks like
- Contribute to the broader CS organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives
What we're looking for
- 2+ years as a Customer Success Manager for technical products, in a SaaS environment
- Experience communicating with software developers in a technical capacity
- Opinionated about customer experience - you should have well-formed views in order to give customers strategic advice
- Fluency in French, Russian, and/or Spanish (we are prioritizing multilingual candidates for this role)
- Located in Australia, New Zealand, United Kingdom or Ireland
- Bonus: experience designing lifecycle messages
Compensation & Benefits
We believe in transparency. The salary for this role is $80,000 USD (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.
- 30-minute video call with Recruiter
- 45-minute video call with Hiring Manager
- 45-minute Homework Review Call + feedback with potential team members
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 jobs@customer.io .
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.
Where you can sell from
Fully remote, for people based in one of these 16 countries: Australia, Bangladesh, China, Hong Kong, Indonesia, India, Japan, South Korea, Malaysia, New Zealand, Philippines, Pakistan, Singapore, Thailand, Taiwan and Vietnam.
Taken from Customer.io's own posting, last seen live on 30 Oct 2026.
The application
Your details, CV and LinkedIn, then 16 questions.
- 1.How did your hear about this job?Short answer
- 2.If you have previously been employed with Customer.io, please provide the department or role that you had.Short answer · optional
- 3.Have you previously been employed with Customer.io?Pick one: No, I am not a former employee · Yes, I am a former corporate employee · Yes, I am a former contractor, VG, other employee
- 4.Do you currently work for, or have you worked for, a company or partner agency that uses Customer.io in the past 2 years?Yes or no
- 5.If you answered “Yes" to the question above, please list the company or partner agency name(s).Short answer
- 6.Will you require work authorization/visa sponsorship?Yes or no
- 7.Are you authorized to work in country of residence?Pick one: Yes · No · Not Applicable (I do not plan, or currently, reside in the United States)
- 8.What location are you based in?Pick one (13 options)
- 9.How many years of experience do you have at a B2B SaaS company?Pick one: None, I'm looking to gain the experience · 1 year · 2 years · 3 years · 4+ years
- 10.Which of the following languages are you business proficient in? (Select all that apply)Pick any: French · Russian · Spanish · German · Portuguese · Not Applicable
- 11.How many years of Customer Success or Account Management experience do you have?Pick one: None, I'm looking to gain the experience · 1 year · 2 years · 3 years · 4+ years
- 12.How many accounts have you typically managed at one time in your most recent CSM role?Pick any: Fewer than 20 · 20-40 · 41-70 · 71-150 · 150+
- 13.Which customer segments have you primarily worked with? (Select all that apply)Pick any: SMB · Mid-Market · Enterprise · Strategic
- 14.Have you worked at a MarTech, messaging, or customer engagement platform (email, push, SMS, in-app)?Yes or no
- 15.Have you carried a commercial target (GRR, NRR, renewals, or expansion)?Pick one: Yes, directly owned · Yes, partnered/shared · No
- 16.Which best describes your role in customer onboarding?Pick one
From Customer.io's apply page, checked 30 Oct 2026.
About Customer.io
Sells a customer engagement platform for automated email, push, SMS and in-app messaging to product and marketing teams.
Pay schedule: A 50/50 split of base and variable on its AE plans, with a stock option grant included in each sales offer.
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