Remote opportunity at
Customer.ioSenior Customer Success Manager, Strategic
Customer.io seeks a Senior Customer Success Manager, Strategic to support its Americas division by managing relationships with approximately 20 to 35 major accounts, each generating over…
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About This Role
Customer.io seeks a Senior Customer Success Manager, Strategic to support its Americas division by managing relationships with approximately 20 to 35 major accounts, each generating over $100k in annual recurring revenue. The organization provides a platform utilized by more than 9,000 businesses to distribute automated emails, push alerts, in-app communications, and text messages driven by live behavioral information. In this full-time remote position, the professional will oversee account life cycles…
Job Description
Customer.io seeks a Senior Customer Success Manager, Strategic to support its Americas division by managing relationships with approximately 20 to 35 major accounts, each generating over $100k in annual recurring revenue. The organization provides a platform utilized by more than 9,000 businesses to distribute automated emails, push alerts, in-app communications, and text messages driven by live behavioral information. In this full-time remote position, the professional will oversee account life cycles from initial onboarding through renewals, link platform utilization to measurable business results, and coordinate closely with internal departments including technical support, product, engineering, and account management. Candidates should be comfortable navigating APIs and integrations, possess a consultative approach to executive stakeholder management, and maintain an eagerness to learn artificial intelligence features. The company values accountability, collaboration, customer-first metrics, and continuous adaptation to a fast-moving environment. Final candidates must complete a background check and employment verification prior to hiring.
Responsibilities
- Oversee an assigned book of 20 to 35 strategic accounts generating over $100k ARR through onboarding, adoption, and retention stages
- Connect platform usage to client business outcomes while monitoring metrics such as gross retention and expansion value
- Collaborate with account managers to identify expansion opportunities and develop renewal strategies
- Conduct quarterly and executive business reviews, including in-person client visits
- Monitor account risk signals closely and coordinate proactive mitigation steps and escalations
- Communicate technical needs with platform users and elevate discussions regarding strategic impact to executive sponsors
- Serve as an advocate for customers across technical support, product, and engineering teams
Requirements
- Reside in the United States or Canada
- Bring five or more years of enterprise customer success management experience within the SaaS industry managing complex strategic accounts
- Demonstrate hands-on commercial experience handling renewals, upsells, and expansions
- Possess strategic consultative skills to link platform usage to business value during executive presentations
- Maintain comfort level with APIs, integrations, and data models to address high-level technical problem-solving
- Show enthusiasm for artificial intelligence features and a willingness to learn new platform functionality quickly
- Open to travel
Qualifications
- Background in marketing technology, customer data platforms, or messaging platforms
- Spanish language skills
- Experience managing in-person client meetings and onsite reviews
Core Skills
Benefits
- Starting base salary of $130,000 plus a 10 percent variable component subject to market adjustment
- Equity grants in the form of stock options
- 100 percent coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employee and family
- 16 weeks of paid parental leave
- Unlimited paid time off
- Stipends for remote work and wellness
- Professional development budget
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this job remote?
Yes, this is a remote position, though applicants must be based in the United States or Canada and be open to travel.
What is the salary for this role?
The starting base salary is $130,000 with a 10 percent variable component, depending on experience and subject to market rate adjustment, plus stock options.
What experience is required to apply?
Applicants must have five or more years of enterprise customer success management experience in SaaS managing complex, strategic accounts with commercial involvement in renewals and upsells.
What does the interview process look like?
The process includes a 30-minute video call with a recruiter, a 45-minute video call with the hiring manager, a 60-minute case study review, and a final 30-minute video call with leadership.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.