[All remote jobs](https://jobicy.com/jobs.md)[![Customer.io logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/b82146da-221.jpg)](https://jobicy.com/company/customer-io.md)[Customer.io](https://jobicy.com/company/customer-io.md) # Customer Success Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/customer-io.md)ShareRemote from[APAC](https://jobicy.com/job-region/apac.md), [EMEA](https://jobicy.com/job-region/emea.md)SalaryUSD 80k–80k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished12 Oct 2026Apply before11 Nov 2026Listing views38Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Customer.io is hiring a Customer Success Manager to own a portfolio of approximately 40–60 mid-market SaaS customers across onboarding, adoption, retention, and expansion. The role requires strategic customer advising, proactive health monitoring, escalation ownership, and close coordination with Account Management, Technical Support, Product, Solutions, and Engineering. Candidates need at least two years of technical SaaS customer success experience, comfort communicating with software developers, and fluency in French, Russian, and/or Spanish is prioritized. The position is remote across APAC or EMEA, with stated eligibility in Australia, New Zealand, the United Kingdom, or Ireland, and emphasizes AI-enabled customer success practices. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightManaging 40–60 mid-market accounts while owning onboarding, customer health, escalations, retention, and expansion requires strong prioritization and commercial judgment. The role also involves translating technical platform capabilities into measurable customer outcomes and influencing diverse internal and customer stakeholders. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$80,000US market range$75k–$115k0$127k AI insightThe posting explicitly discloses a yearly salary of $80,000 USD, so the job median is $80,000. The estimated US market range for a Customer Success Manager with 2+ years of technical SaaS experience is approximately $75,000–$115,000 annually; actual compensation may vary by location, portfolio complexity, and variable-pay structure. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Mid-Market Accounts](https://jobicy.com/jobs?search_keywords=Mid-Market%20Accounts.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Account Expansion](https://jobicy.com/jobs?search_keywords=Account%20Expansion.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Technical Communication](https://jobicy.com/jobs?search_keywords=Technical%20Communication.md)[AI Adoption](https://jobicy.com/jobs?search_keywords=AI%20Adoption.md) Sample interview questionsHow would you prioritize a portfolio of 40–60 mid-market customers?I would segment the portfolio using customer health, renewal timing, growth potential, onboarding stage, product adoption, and escalation risk. I would establish a consistent engagement cadence for each segment while reserving capacity for high-risk accounts and high-value strategic opportunities. Describe how you would identify and address declining product adoption. I would review usage trends, key feature adoption, support activity, stakeholder engagement, and the customer's original success objectives. After validating the underlying cause through discovery, I would align on a focused recovery plan with measurable milestones, owners, and follow-up dates. How do you communicate effectively with both business stakeholders and software developers? I adapt the discussion to the audience while keeping the desired outcome clear. With business leaders, I focus on value, risk, and measurable impact; with developers, I use precise technical context, clarify constraints, and coordinate the right internal experts when deeper product knowledge is needed. What is your approach to managing a customer escalation end to end? I first confirm the impact, urgency, stakeholders, and desired resolution, then coordinate the appropriate internal teams and establish a clear communication cadence. I keep the customer informed with factual updates, document decisions and ownership, and conduct a post-resolution review to prevent recurrence. How would you use AI to improve customer success outcomes? I would use AI to summarize account signals, prepare meeting briefs, identify adoption patterns, and accelerate tailored follow-up content while validating outputs for accuracy. For customers, I would connect relevant AI-powered platform capabilities to their specific workflows and coach them toward measurable use cases rather than treating AI as a generic feature. Opportunity details ## About this role. ### About [Customer.io](http://customer.io/) Over 9,000 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](http://Customer.io) powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. ### About the role Hi, my name is Lauren, Senior Manager of Customer Success at [Customer.io](http://Customer.io), and I’m looking for a Customer Success Manager to join our Mid-Market, APAC or EMEA team. You’ll own the success of a dedicated portfolio of roughly 40-60 Mid-Market customers — acting as their strategic advisor from onboarding through long-term adoption, and driving commercial outcomes across your book of business. You’ll partner closely with Account Management, Technical Support, Product, Solutions, and Engineering to help customers realize real value throughout their lifecycle. We don’t need you to be a marketing expert or a deeply technical one. We need someone who’s an expert at asking the right questions — someone who digs until they find the real problem, not just the reported one, and who can influence a customer to make progress and move through blockers. You’ll be curious and eager to understand our app well enough to take a customer’s use case and turn our features into outcomes that matter to them. ### What we value * Curiosity about the business behind the customer: You’re genuinely interested in how companies operate and enjoy learning your customers’ industries and goals. You ask about the why behind a request before recommending a solution. * Trusted advisor, not ticket-taker: You build relationships that turn you into a strategic partner rather than someone who simply answers questions. You have well-formed opinions about customer experience and aren’t shy about sharing them. * Ownership of commercial outcomes: You see CS as a value and growth engine. You take ownership of outcomes across your book and naturally look for opportunities to create more value, partnering with AM on retention and expansion. * Comfort in ambiguity: You thrive on complex, open-ended customer challenges — bringing together business context, technical understanding, and creativity to solve them. You’re calm under pressure, highly organized, and able to juggle competing priorities across a full portfolio. * AI-forward thinking: You’re comfortable using AI tools to improve your own productivity and your customers’ outcomes, and you bring a growth mindset toward experimenting with new AI-powered ways of working. ### What you’ll do * Manage a dedicated portfolio of ~40-60 Mid-Market customers as their strategic partner across the full customer lifecycle * Lead onboarding — running kickoffs and milestone check-ins, and guiding customers to their first measurable outcomes * Build a deep understanding of each customer’s goals and translate them into measurable, mutual success plans * Provide proactive, consultative guidance through regular strategic touchpoints and value-driven conversations * Monitor customer health, spot adoption trends, and address risks before they impact success * Partner with Account Management to support retention and expansion, and coordinate with Technical Support, Product, Solutions, and Engineering when deeper expertise is needed * Own escalations end to end — from identification through resolution — keeping customers informed and confident throughout * Advocate for your customers internally by sharing product feedback and influencing improvements to the customer experience * Drive AI adoption across your portfolio — coaching customers on AI-powered solutions and modeling what AI-native Customer Success looks like * Contribute to the broader CS organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives ### What we’re looking for * 2+ years as a Customer Success Manager for technical products, in a SaaS environment * Experience communicating with software developers in a technical capacity * Opinionated about customer experience — you should have well-formed views in order to give customers strategic advice * Fluency in French, Russian, and/or Spanish (we are prioritizing multilingual candidates for this role) * Located in Australia, New Zealand, United Kingdom or Ireland * Bonus: experience designing lifecycle messages ### Compensation & Benefits We believe in transparency. The salary for this role is $80,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. [See full benefits here →](https://customer.io/careers#:~:text=our%20collective%20success.-,BENEFITS,-Our%C2%A0) ### Our Process No gotchas, no trick questions – just a clear, human process designed to help both of us make an informed decision. * 30-minute video call with Recruiter * 45-minute video call with Hiring Manager * 45-minute Homework Review Call + feedback with potential team members All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. [Customer.io](http://customer.io/) recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official [Customer.io](http://customer.io/) letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [jobs@customer.io](mailto:jobs@customer.io). ### Join us! Check out our [careers page](https://customer.io/careers/) for more information about why you should [come work with us!](https://customer.io/about/) We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now. 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