[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) # Senior Customer Success Manager, Strategic AI Summary Customer.io is hiring a Senior Customer Success Manager to manage a strategic portfolio of approximately 20 to 35 enterprise SaaS customers. The role owns customer lifecycle outcomes from onboarding through renewal, connects platform adoption to measurable business value, and identifies expansion opportunities with Account Managers. It requires executive-level relationship management, commercial renewal experience, and enough technical fluency with APIs, integrations, and data models to guide strategic conversations. The successful candidate will collaborate closely with Support, Product, and Engineering while managing account risk, escalations, QBRs, and occasional client travel.[Apply for this job](#job-application)[View company](https://jobicy.com/company/customer-io.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md)SalaryUSD 130k–130k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished14 Nov 2026Apply before14 Dec 2026Listing views27Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### About [Customer.io](https://jobicy.com/company/customer-io.md) 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. Hi! I’m Lauren, Senior Manager of Customer Success at [Customer.io](http://Customer.io). I’m looking for a Senior Customer Success Manager, Strategic to join our Americas team and own relationships with some of our largest customers. You’ll guide each account from onboarding through renewal, tie platform use to the business results your customers care about, and partner with Account Managers, Technical Support, Product, and Engineering along the way. ### What we value * Customer outcomes first: you connect what a customer does in [Customer.io](http://Customer.io) to the goals their business is trying to reach * Ownership: you run your book of business, watch for risk early, and decide on next steps with confidence * Collaboration: you work with Account Managers, Technical Support, Product, and Engineering to get customers what they need * Curiosity about AI: you pick up new AI functionality quickly and bring it into your conversations with customers * Adaptability: you handle a varied, non-verticalized book and a fast pace of change with a steady head ### What you’ll do * Manage a book of roughly 20 to 35 Strategic customers, each above $100k in ARR, guiding them through onboarding, adoption, and long-term success * Link platform use to measurable business outcomes, and track results such as renewal rate and growth dollars across your book * Partner with Account Managers to spot and qualify expansion opportunities, shape renewal strategy, and keep customer value aligned with revenue goals * Lead quarterly and executive business reviews, including onsite EBRs, and build mutual success plans with senior stakeholders * Build relationships with several stakeholders in each account, including leaders above the day-to-day decision maker * Read account risk closely, dig into the signals, and decide on the best next steps, including managing escalations * Talk through technical needs with users, then raise the conversation to strategic impact with executive sponsors and give recommendations that keep customers renewing year after year * Act as a bridge between Customer Success, Technical Support, Product, and Engineering, advocating for customers and bringing fresh perspectives to the CS org ### What we’re looking for * Based in the U.S. or Canada, and open to travel * 5+ years of enterprise CSM experience in SaaS, managing complex, strategic accounts * Hands-on commercial involvement in renewals, upsell, or expansion, with a clear grasp of gross retention and expansion drivers * Strategic, consultative skills: you can tie platform usage to business value and present that impact to executives through EBRs and partnership reviews * Comfort with APIs, integrations, and data models, enough to problem-solve at a high level without handing off every technical question * Influence across teams, with a track record of getting colleagues to focus on customer needs * Enthusiasm for AI and the urgency to keep learning new functionality as it ships Bonus points! * Background in martech, CDPs, or messaging platforms * Spanish language skills * Experience running client onsites ### Compensation & Benefits We believe in transparency. Starting salary for this role is $130,000 base + 10% variable (or equivalent in local currency) depending on experience and subject to market rate adjustment. In addition to base salary, this role includes an equity grant in the form of stock options, so you share in the success you help build. 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. Here’s what you can expect from our hiring process: * 30-minute video call with a Recruiter * 45-minute video call with the Hiring Manager * 60-minute Case Study Review with the Hiring Manager and potential team members * Final 30-minute video call with Leadership 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. Show more [Apply now >](https://jobicy.com/jobs/162123-senior-customer-success-manager-strategic.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## 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 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior, commercially accountable role managing high-value strategic accounts with multiple stakeholders and renewal risk. It demands strong executive communication, technical judgment, and independent prioritization across a varied portfolio. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$130,000US market range (per year)$125k–$170k0$187.00k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer states a starting base salary of USD 130,000 per year, plus a 10% variable component. The annual period is inferred from the stated base-pay amount and standard compensation conventions for a full-time senior SaaS customer success role in the United States and Canada. A reasonable estimated annual market base range is USD 125,000 to USD 170,000, depending on location, strategic-account scope, and commercial ownership. ## Core skills Skills and capabilities most closely associated with this opportunity. [Strategic Customer Success](https://jobicy.com/jobs?search_keywords=Strategic%20Customer%20Success.md)[Enterprise Account Management](https://jobicy.com/jobs?search_keywords=Enterprise%20Account%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Renewal Management](https://jobicy.com/jobs?search_keywords=Renewal%20Management.md)[Account Expansion](https://jobicy.com/jobs?search_keywords=Account%20Expansion.md)[Executive Business Reviews](https://jobicy.com/jobs?search_keywords=Executive%20Business%20Reviews.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md)[Consultative Selling](https://jobicy.com/jobs?search_keywords=Consultative%20Selling.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.md)[API Fundamentals](https://jobicy.com/jobs?search_keywords=API%20Fundamentals.md)[System Integrations](https://jobicy.com/jobs?search_keywords=System%20Integrations.md)[Data Models](https://jobicy.com/jobs?search_keywords=Data%20Models.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Sample interview questionsHow do you connect SaaS platform adoption to executive-level business value?I begin by aligning on the customer’s strategic objectives and defining measurable success indicators, such as conversion, engagement, retention, or operational efficiency. I then connect product usage data and workflow outcomes to those indicators, review progress regularly, and use the findings to make clear recommendations during executive reviews. Describe how you would manage renewal risk for a strategic customer. I would identify leading risk indicators early, including declining engagement, unresolved technical issues, weak executive sponsorship, or unclear ROI. I would validate the underlying cause with stakeholders, create a documented recovery plan with owners and dates, involve internal partners where needed, and communicate progress consistently until the account is stabilized. How do you partner with Account Managers on expansion opportunities without losing focus on customer outcomes? I treat expansion as a result of demonstrated value rather than a separate sales motion. I share adoption insights, customer goals, and capability gaps with the Account Manager, jointly qualify whether an expansion would solve a real problem, and present a value-based recommendation that supports the customer’s priorities. How would you handle a customer escalation involving an API integration issue? I would first establish the business impact, affected users, timeline, and desired outcome. I would coordinate with Technical Support and Engineering to clarify technical facts and ownership, keep the customer informed through a predictable communication cadence, and ensure the final resolution includes prevention steps and a review of the customer’s broader goals. What makes an executive business review effective? An effective EBR is forward-looking, concise, and tailored to the executive audience. It should demonstrate outcomes against agreed goals, highlight relevant adoption and performance trends, address risks transparently, and conclude with mutual priorities, accountable owners, and a clear plan for the next period. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![Anima logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/11/7f1b341a6771-221.webp) Anima Nov 14 New ### [Implementation Specialist](https://jobicy.com/jobs/162111-implementation-specialist-4.md) I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the medical knowledge and clinicians were there. 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