Senior Customer Success Manager

👋 Hello from the Recruiting Team at Customer.io! We're looking for a Senior Customer Success Manager based in the UK or Ireland who will focus on our Enterprise customer segment to join our growing team.

As a Senior Customer Success Manager at Customer.io, you’ll specialize in our largest and most strategic accounts to manage successful onboarding and ongoing support. In each phase of the customer lifecycle you’ll work with key customer contacts to understand cross organizational goals and help them prioritize and optimize their implementation of Customer.io. You’ll use your knowledge of the customer’s business and overarching objectives paired with your expert knowledge of the platform to introduce new use cases and features that lead to the desired outcomes.

You’ll lead with empathy and problem solving to guide assigned customers through key milestones of the customer journey. Tasked with getting tactical or strategic questions answered for customers, you’ll collaborate with customer success enablement, technical support, sales, product, and engineering (when appropriate. When it comes time to renew and/or expand, you’ll work closely with the Account Managers on our commercial team to strategize and execute an on-time renewal.

We don’t need you to be an expert at marketing - but rather, an expert at understanding your customers’ business and translating that into consultative guidance. You’ll be confident in facilitating conversations around data and integrations to identify key pain points for the customer and enlist the help of our Technical Support and Product teams to find solutions and advocate for change.

We are building for the future of our Customer Success org and we are looking for someone with opinions on best practice and experience working with Enterprise customers. Collaborating with the other Customer.io CS experts on our team, you will help shape and expand the Enterprise offering at Customer.io.

Some things you'll do

• Maintain consistent execution against 3 main KPIs across your book of business: 1) Gross Revenue Retention 2) Net Revenue Expansion 3) Customer Value Realisation
• Collaborate with Account Executives and Solutions Architects on internal handover of new customers
• Transition calls with key stakeholders to outline the general onboarding plan and timetable
• Conversations with customers to unearth reasons why messaging matters to them and help them plan, implement, and follow through with their messaging goals
• Plan and organize the data customers will send to their Customer.io account, and how they’ll use it to power effective campaigns and newsletters
• Be 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
• Proactively consult customers on implementation to achieve complex initiatives at scale
• Maintain regular contact with the customer after the onboarding process is complete to stay up-to-date on progress and proactively offer solutions
• Ensure high quality mutual success plans are in place to deliver value against your customers’ stated goals. Also, collaborate with your partners in the Account Management team to ensure that effective account plans are in place to deliver exceptional renewal outcomes
• Act as a project manager for escalations and development projects that will involve cross-functional partners
• Quarterly meetings with your point of contacts to align on strategic goals - also review new features, strategize adoption, and collect feedback
• Semi-annual Executive Business reviews with C-suite executives and other key stake holders to collaborate on successful initiatives and opportunities for the partnership
• Relay key learnings, trends and insights from working with Enterprise customers to internal departments and collaborating on the resulting action items
• Assess the customer’s plan for growth, and keeping them on a good path to renewing their agreement with us each year - you will have a clear, objective, renewal forecast perspective based on data

About you

• You’re curious and enjoy learning about different businesses and industries and what makes them successful - asking great questions is second nature to you
• You’ve got a thirst for knowledge, and are keen to understand our platform
• Creative problem solver who can understand the customer objective and find the best solution regardless of what the customer is asking for
• You’re calm under stress and not ea