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Customer.ioCustomer Success Manager
Customer.io is hiring a remote, full-time Customer Success Manager for its Mid-Market team in APAC or EMEA. The company's platform powers automated messaging for more than…
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About This Role
Customer.io is hiring a remote, full-time Customer Success Manager for its Mid-Market team in APAC or EMEA. The company's platform powers automated messaging for more than 9,000 businesses, sending email, push, in-app and SMS messages driven by real-time behaviour data. The posting says applicants must live in Australia, New Zealand, the United Kingdom or Ireland, even though the listing is marked remote. The manager is responsible for a dedicated book…
Job Description
Customer.io is hiring a remote, full-time Customer Success Manager for its Mid-Market team in APAC or EMEA. The company's platform powers automated messaging for more than 9,000 businesses, sending email, push, in-app and SMS messages driven by real-time behaviour data. The posting says applicants must live in Australia, New Zealand, the United Kingdom or Ireland, even though the listing is marked remote.
The manager is responsible for a dedicated book of roughly 40 to 60 Mid-Market customers. The role is to act as a strategic adviser from onboarding through to long-term adoption and to drive commercial results across that book. This includes leading kickoff sessions and milestone check-ins, helping customers reach their first measurable results, and building joint success plans around each customer's objectives.
The manager runs regular consultative conversations, monitors account health, notices adoption patterns, and deals with risks before they hurt the relationship. Renewals and expansion are handled jointly with Account Management, and colleagues from Support, Product, Solutions and Engineering are brought in for specialist questions. The manager owns escalations from first report to resolution, keeping customers informed throughout, passes customer feedback to product teams, and coaches customers on AI-powered approaches.
Applicants should have two-plus years as a CSM on technical SaaS, and be comfortable discussing matters with developers at a technical level. The manager should hold clear opinions about customer experience that can inform strategic advice. Candidates who speak French, Russian or Spanish are especially wanted, and the listed salary is USD 80,000, or the local equivalent, subject to market-rate review.
Responsibilities
- Manage a book of roughly 40 to 60 Mid-Market customers across the full lifecycle
- Lead onboarding kickoffs and milestone check-ins to reach first measurable results
- Build joint success plans tied to each customer's goals
- Monitor account health, spot adoption trends and tackle risks early
- Work with Account Management on retention and expansion
- Call on Support, Product, Solutions or Engineering colleagues when a question needs depth
- Own escalations from first report to resolution
- Pass customer feedback to product teams and coach customers on AI-powered solutions
Requirements
- Two-plus years in a CSM role for technical software products
- Comfortable speaking with engineers at a technical level
- Well-formed views on customer experience to support strategic advice
- Skill at asking probing questions to uncover the real problem behind a request
- Strong organisation and the ability to manage competing priorities across a portfolio
- Located in Australia, New Zealand, the United Kingdom or Ireland
Qualifications
- Speaking French, Russian or Spanish, with preference for candidates who use several languages
- Experience designing lifecycle messages
Core Skills
Benefits
- Employer picks up the entire premium for medical and dental cover, vision, mental health support and supplementary policies for staff and families
- 16 weeks of paid parental leave
- Unlimited paid time off
- Allowances for home-working setup and wellbeing
- A professional development budget
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where must candidates be located?
The posting says candidates must live in Australia, New Zealand, the United Kingdom or Ireland, even though the listing is marked remote.
What is the salary?
Listed pay is USD 80,000 or local equivalent, adjusted by experience and subject to market rates.
How many customers would the manager handle?
A roughly 40-to-60-customer Mid-Market book would sit with the manager.
What is the hiring process?
It includes a 30-minute video call with a recruiter, a 45-minute video call with the hiring manager, and a 45-minute homework review call with potential team members.
Sample Interview Questions
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