Contract Customer Success Manager, EMEA - Remote

Overview

We’re looking for a part-time Customer Success contractor to support a scaling team as our business grows. As a contractor, you’ll be asked to step in to support the team with high volumes of customers requests in our pooled model and provide capacity coverage for team members on periods of leave.

We provide world class service to our customers and understand how much of an impact Customer.io has on their relationship with their audience. We prioritize an experience that leaves our customers feeling supported and empowered to get more our of our tool.

This is a fast growing team and a great opportunity to get exposure to digital-led Customer Success. You will have the chance to grow new skills in working with interesting customers and a powerful platform while collborating alongside side an amazing and growth-minded team!

In Short

• Triage and respond to customer tickets via email and Zoom
• Diagnose root causes which includes things like API docs, conditional-logic workflows and Liquid templates to name a few
• Identify complex issues and escalate to our technical support teams as appropriate
• Advise on Customer.io strategy and best practices
• Facilitate topic-focused onboarding calls and one-off support sessions as needed

Requirements

• 2–3 years in Customer Success or Technical Account Management in SaaS or a Technical Support pro ready to transition into CS
• Comfortable communicating with customers via email and video calls
• Comfortable reading API docs, building logic flows, and support integrations by troubleshooting root causes
• Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
• Hands-off coding, you are not expect to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources

Benefits

• 20 hrs/week at $60USD (or equivalent in local currency) /hr, Mon-Fri - Availability between 9-5 GMT, flexible schedule based on the needs of the team and customers
• Remote, overlapping Americas business hours
• Contract through Dec 31, 2025, with possible extension
• Works alongside Americas Scaled CS team