Sr Manager, Customer Success, EMEA

Hi, I’m Shannon, Director of Customer Success at Customer.io, and I’m looking for Sr Managers (people managers) to join our team and help shape how we deliver value to our customers! 

In this role, you’ll take a proactive and strategic approach to coaching and empowering our managers and Customer Success Managers (CSMs), ensuring we consistently deliver exceptional service across all customer segments. You’ll lead initiatives that improve team performance, streamline processes, and strengthen cross-functional collaboration, helping to enhance the overall customer journey with Customer.io.

If you thrive in a dynamic environment, enjoy solving complex problems, and are passionate about building impactful relationships—both with customers and your team—we’d love to hear from you!

Some things you'll do

• Collaborate with your regional counterpart to ensure alignment of process and resources, avoiding conflicting and redundant efforts
• Coach and develop managers and CSMs to achieve world class service for our customers
• Establish regular cadence of communication to keep the team well informed and focused on priority efforts
• Maintain an informed pulse on the health of strategic accounts and high impact opportunities and risks, providing direction on execution as necessary
• Strategize with CX leadership and CS Managers on retention plays for high churn risk customers
• Partner with Account Management leaders to inform pipeline and align resources around upsell and renewal opportunities while compensating for contraction/churned revenue
• Engage with Sales and Marketing managers to facilitate a seamless customer journey from pre-sales to post-sales, sharing feedback, lessons learned, and wins to inform how we work with prospects and customers
• Support CSMs in advocating for and representing customers in collaborative efforts with Product and Engineering
• Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships
• Coach team members and play an active role in customer escalations, establishing playbooks and best practices to prevent escalation early and resolve issues quickly when they occur
• Advise the Director of CS on resource allocation that optimizes the customer experience, leverages the strengths of top performers, and facilitates growth opportunities for individuals
• Monitor KPIs (NRR, Net Expansion, Churn) and take action to maintain consistency and/or improvement as dictated by the Customer Success team strategy, helping redefine and/or establish new KPIs as necessary
• Oversee utilization of the Customer Success tech stack, working with CS Ops to empower CSMs with the appropriate processes and tools

About you

• Your location accommodates working hours between GMT -8 and GMT -5 (for US hire x 1)
• Your location accommodates working hours between GMT and GMT +3 (for EMEA hire x 1)
• Engaging with customers and empowering users to be more impactful in their roles is central to what inspires you
• You are motivated by coaching and empowering teams to do the work and don’t shy away from the details in order to be effective with your guidance
• You have a strong understanding of individual contributor work and how to shape processes and guidance with that perspective in mind
• You build strong x-departmental relationships and believe that embracing awkwardness, transparency, ownership, and empathy are the way to achieve mutual success
• You’re committed to providing psychological safety for team members and believe that employees do their best work when they’re given the space to be creative
• You’re comfortable operating in underdeveloped or grey areas, but realize the importance of working towards a defined solution and clear processes
• You value the nuance of communication and are comfortable communicating with audiences of diverse roles, backgrounds, experiences, cultures, etc.
• You believe that the Customer Success has the ability to define a customer’s experience and take action on customer sentiment and feedback to positively impact the customer journey for all customers

What we're looking for

• 7+ years of experience in customer success, account management, client services, or related customer-facing role
• 3 to 5+ years of experience managing and leading teams, including managing people managers
• Background in SaaS (bonus points for marketing automation, CDP, messaging platforms) with a deep understanding of managing B2B, Mid-Market customers and technical end users
• Proven ability to manage and grow long-term relationships with high-value customers
• Experience identifying upsells, cross-sells, renewals, and expansion re