Contract Customer Success Manager, EMEA
Hello, I'm Kasia Santana Collado, Manager of Customer Success at Customer.io! We’re hiring a part-time Customer Success contractor located in the UK or Ireland to support our growing team as our customer base continues to expand. In this role, you’ll help manage high volumes of customer requests within our pooled support model and provide coverage for team members during periods of leave.
We’re deeply committed to delivering world-class service. Customer.io plays a meaningful role in how our customers connect with their audiences, and we take that responsibility seriously. Our goal is to create an experience that leaves customers feeling supported, confident, and empowered to get the most out of our platform.
This is a fast-growing team and a strong opportunity to gain hands-on experience in a digital-led Customer Success environment. You’ll build new skills, work with a wide range of customers, and collaborate closely with a smart, supportive, and growth-minded team.
Customer.io has seen consistent year-over-year growth, and this contract role offers a chance to make a real impact during a period of rapid scale—while gaining valuable experience in a dynamic, customer-first SaaS company.
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 USD per hour, Mon-Fri availability between 9am-5pm GMT, flexible schedule based on the needs of the team and customers
Location: Remote, overlapping UK or Ireland business hours
Contract: 6-months, 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.
We’re deeply committed to delivering world-class service. Customer.io plays a meaningful role in how our customers connect with their audiences, and we take that responsibility seriously. Our goal is to create an experience that leaves customers feeling supported, confident, and empowered to get the most out of our platform.
This is a fast-growing team and a strong opportunity to gain hands-on experience in a digital-led Customer Success environment. You’ll build new skills, work with a wide range of customers, and collaborate closely with a smart, supportive, and growth-minded team.
Customer.io has seen consistent year-over-year growth, and this contract role offers a chance to make a real impact during a period of rapid scale—while gaining valuable experience in a dynamic, customer-first SaaS company.
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 USD per hour, Mon-Fri availability between 9am-5pm GMT, flexible schedule based on the needs of the team and customers
Location: Remote, overlapping UK or Ireland business hours
Contract: 6-months, 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.