Enterprise Customer Success Manager

Hi, I'm Shannon, the Director of Customer Success at Customer.io. We're looking for a Customer Success Manager based in the Americas who will focus on our Enterprise customer segment to join our growing team.

As a Customer Success Manager, Enterprise 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 elements of the customer journey. 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. When it comes time to renew and/or expand, you’ll work closely with the Renewal Managers on our Contracts 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 getting questions answered and influencing the customer to make progress and move through blockers. You’ll use your knowledge of 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.

This is a new role to the Customer Success org and we are looking for someone with opinions 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

• 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
• Act as a project manager for escalations and development projects that will involve cross-functional partners
• Quarterly meetings with your point of contacts to review new features, strategize adoption, and collect feedback
• Semi-annual Executive Business reviews with 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
• Set up our contracts team for success with said renewals

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 platform
• 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 problem and find the best solution regardless of what the customer is asking for
• You’re calm under stress and not easily rattled
• You’re not shy to speak up on behalf of a customer when there’s something we can do to provide a better experience
• 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

• You’re based in Americas timezones