Customer Success Manager

• 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

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.

• 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

• 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.