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Customer Success Manager

Customer.io· Customer Experience
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Hybrid (APAC/EMEA)$80k + equityfull-timePosted 3w ago

About the role

Customer Success Manager coordinating a Mid-Market portfolio in APAC or EMEA, owning onboarding through long-term adoption, and driving commercial outcomes while collaborating with cross-functional teams.

Responsibilities

  • 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

Qualifications

  • 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 (prioritizing multilingual candidates)
  • Located in Australia, New Zealand, United Kingdom or Ireland

Skills

Required:Customer SuccessStrategic account managementCross-functional collaboration
Nice to have:AI adoption

Benefits

  • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
  • 16 weeks paid parental leave
  • unlimited PTO
  • remote work and wellness stipends
  • professional development budget
Last updated Oct 18, 2026. Interested? Apply on the company site.

About Customer.io

Customer.io Platform: Automation, Data, Content Creation

The customer engagement platform for personalized customer journeys across all channels, fueled by first-party data.

AutomationContent CreationCustomer JourneysCustomer engagementDataFirst-party dataPlatformbrex-fastest-growing-2025
Company profileWebsite

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