Customer Journey Specialist, Americas

👋 Hello from the Recruiting Team at Customer.io!

We are looking for a Customer Journey Specialist at Customer.io, where you’ll be the bridge between new trial users and long-term, successful customers in our self-serve tier. Your mission: help customers get value from our platform quickly so they’re excited to become (and stay) paying users.

This is a brand new role ideal for someone who loves connecting with people, enjoys solving problems, and is motivated by helping customers succeed. You’ll combine the curiosity and customer focus of CSM skills with the proactive communication and drive of our BDRs. However, this is not a sales role. It’s a customer value and relationship role.

You’ll work with people who have already signed up for a trial or are existing customers - no cold outreach - and your impact will be felt through a boost in activations, higher conversion rates, and happier customers.

About Customer.io

Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

What you’ll do

• Engage with trial users early and often: Reach out to new sign-ups to understand their goals, guide them through key setup steps, and help them see value quickly.
• Capture and share feedback: Surface insights from customer interactions to inform the team’s overall approach, design scalable digital outreach programs, and uncover the potential of product improvements.
• Help customers get to “aha” moments: Understand what success looks like for each user, and provide practical advice and support to help them achieve it.
• Spot and support growing accounts: Identify customers showing signs of rapid adoption or needing extra help, and proactively reach out to accelerate success on both ends of the spectrum.
• Collaborate across teams: Partner with Product and Engineering, Customer Success, and Support to ensure customers get timely help and a smooth experience transitioning from trial to paying customer.
• Monitor engagement and usage: Use data to identify patterns - who’s getting stuck, who’s thriving, and tailor your outreach accordingly.
• Educate and empower: Share best practices, product tips, and relevant resources to help users become confident with our platform.

About you

• You love connecting with people and helping them find solutions that work.
• You’re curious about businesses, data, messaging strategy, and what makes customers tick.
• You’re comfortable navigating both technical and non-technical conversations.
• You enjoy problem-solving, learning on the fly, and thinking creatively to help customers move forward.
• You’re organized, detail-oriented, and can manage multiple conversations at once.
• You thrive in fast-paced, collaborative environments and take initiative to improve processes.
• You’re excited to grow your career in customer success, sales, or onboarding.

What we���re looking for

• 1+ years of experience in a customer-facing SaaS role—such as Customer Success, Support, Sales, or Onboarding.
• Proven ability to build relationships, understand customer needs, and guide them toward solutions.
• Comfort working with CRM and engagement tools (like Salesforce, Planhat, or similar).
• Strong written and verbal communication skills.
• A proactive mindset - you’re motivated by goals and find satisfaction in driving measurable impact.

Bonus points if you have

• Experience supporting SMB or Mid-Market customers in a tech or SaaS environment.
• Familiarity with customer lifecycle metrics like activation, retention, or churn.
• Previous exposure to marketing automation or messaging platforms.
• Fluency in Spanish, French, or another language.

Why you’ll love working here

This is a foundational role on our Account Management team. As we build out a new approach for supporting and growing our self-serve tier, this role is an opportunity to directly influence how we activate and retain customers at scale. You’ll be part of a collaborative, supportive team that values curiosity, empathy, and experimentation. And as you grow, you’ll have opportunities to advance into other areas like Customer Success, Sales, or the Premium Account Management team.

Compensation & Benefits

We believe in transparency. The salary for this rol