Customer.io
Contract Customer Success Manager
Job Summary
This role involves supporting customers through email and video calls, diagnosing issues related to API, workflows, and templates, and providing guidance on platform strategy and best practices. The candidate should have experience in customer success or technical account management within SaaS, with strong communication and troubleshooting skills. The role emphasizes fostering customer relationships, offering onboarding sessions, and escalating technical issues when needed. It provides an opportunity to work remotely in a flexible schedule while helping small businesses maximize their use of the platform.
Required Skills
Benefits
Job Description
General overview
We’re looking for a part-time Customer Success contractor to support a scaling team as our business grows. As a contractor, you’ll be asked to step in to support the team with high volumes of customers requests in our pooled model and provide capacity coverage for team members on periods of leave.
We provide world class service to our customers and understand how much of an impact Customer.io has on their relationship with their audience. We prioritize an experience that leaves our customers feeling supported and empowered to get more our of our tool.
This is a fast growing team and a great opportunity to get exposure to digital-led Customer Success. You will have the chance to grow new skills in working with interesting customers and a powerful platform while collborating alongside side an amazing and growth-minded team!
Some of the things you'll do
- Triage and respond to customer tickets via email and Zoom
- Diagnose root causes which includes things like API docs, conditional-logic workflows and Liquid templates to name a few
- Identify complex issues and escalate to our technical support teams as appropriate
- Advise on Customer.io strategy and best practices
- Facilitate topic-focused onboarding calls and one-off support sessions as needed
About You
- Self-starter who dives into new technology and isn’t shy about asking well formed questions to get clarity
- Clear communicator who turns complex concepts into end-user friendly guidance
- Customer advocate who balances empathy with efficiency
- Get’s a kick out of being able to impact many small businesses in the same day with thoughtful responses
What we're looking for
- 2–3 years in Customer Success or Technical Account Management in SaaS or a Technical Support pro ready to transition into CS
- Comfortable communicating with customers via email and video calls
- Comfortable reading API docs, building logic flows, and support integrations by troubleshooting root causes
- Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
- Hands-off coding, you are not expect to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources
Logistics
- Hours: 20 hrs/week at $60/hr, Mon-Fri - Availability between 9-5 ET, flexible schedule based on the needs of the team and customers
- Location: Remote, overlapping Americas business hours
- Contract: Through Dec 31, 2025, with possible extension
- Collaboration: Works alongside Americas Scaled CS team
All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.
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 letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected].
Join us!
We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read and want to build software that makes communication better for everyone—apply now.
Customer.io
Explore Customer.io, the data-driven platform for personalized customer journeys across all channels, fueled by first-party data.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.