Associate Customer Success Manager, Americas

Hi, I'm Shannon, a Customer Success Team Manager at Customer.io. We're looking for Associate Customer Success Managers to join our growing team.

As an Associate Customer Success Manager at Customer.io, you’ll specialize in our SMB and Mid-Market segment to manage the successful onboarding of accounts, and ongoing support for customers on our pooled Customer Success model.

You’ll lead with empathy and problem-solving to guide assigned customers through key elements of onboarding, enabling them to achieve their desired business outcomes. Tasked with getting general or strategic questions answered for customers, you’ll collaborate with customer success enablement, technical support, sales, product, and engineering (when appropriate) to unlock value from the Customer.io platform in the first 90 days. You’ll help manage customers’ long-term success beyond onboarding with pooled Customer Success entailing a shared inbox and ad-hoc Zoom calls where appropriate.

We don’t need you to be a marketing expert - but rather, an expert at getting questions answered and influencing the customer to make progress and move through blockers. You won't necessarily be a data or technical expert but will be keen to get a good understanding of our app so that you can take a use case and leverage our features to make your customer successful.

This is an essential role within our greater Customer Experience team that presents exciting opportunities to iterate on process and develop a program that directly impacts long-term objectives to scale the business with Customer Success. In this position, you’ll learn the ins and outs of the lifecycle functions of our customers and will be eligible for growth and development opportunities into other CSM roles.

Some things you'll do

• Kick-off calls with key stakeholders to outline the general onboarding plan and timetable
• Planning and organization of the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Conversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goals
• Ensuring confidence in the Go-Live process by advising on testing strategies and steering clear of possible pitfalls as customers begin sending messages to their audiences
• Being your customer’s first point of contact to provide them with dedicated support and initial troubleshooting. We don’t expect you to know all of the answers, but you will gather information and receive help from TS, Product, and Engineering to solve problems
• Advising on best practices and practical knowledge as customers adopt new features and use cases throughout their life cycle
• Identify gaps in process and resources to optimize the customer experience in this segment and collaborate with teammates to implement solutions
• Helping manage our shared inbox for customer requests and questions

About you

• You’re curious and enjoy learning about different businesses and industries
• You’ve got a thirst for knowledge, and are keen to understand our app
• We often find ourselves in situations like this: A customer completed their integration with Customer.io. They want to create a complex, time-sensitive campaign but their engineers are unavailable to help the marketer interpret their data for setting up this campaign. How do you help them?
• Creative problem solver who can understand the customer's problem and find the best solution regardless of what the customer is asking for
• You’re calm under stress and not easily rattled
• You enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need to
• You’re excited at the prospect of joining a quickly growing and evolving team and having an impact on the development of our Customer Success program

What we're looking for

• 1+ years of experience in roles that require technical expertise, customer interaction, and problem-solving skills.
• You’re excited about collaborating with SMB customers and tailoring the Customer Success experience to fit their needs
• You’ve worked in a company doing customer success or another customer-facing role (bonus points if you have a background in SaaS!)
• You get fulfillment from jumping into new scenarios and using your expertise to find solutions
• You have experience communicating with software developers in a technical capacity
• You’re opinionated about customer experience for a business and in general. To give strategic advice to customers, you should have well-formed opinions!
• Bonus points: You’ve been responsible for designing lifecycle messages
• Bonus points: You are fluent in French, R