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- Tasks: Support customers by triaging requests and providing expert guidance via email and Zoom.
- Company: Join a fast-growing team at Customer.io, focused on empowering businesses.
- Benefits: Earn $60/hour for 20 hours a week with flexible scheduling.
- Other info: Remote role with potential for contract extension through December 2025.
- Why this job: Make a real impact on small businesses while developing your skills in Customer Success.
- Qualifications: 2-3 years in Customer Success or Technical Support; strong communication skills required.
👋 Hello, I’m Murray Wright, Senior 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 escape to our technical support teams as appropriate
- Advise on Customer.io strategy and best practices
- Facilitate 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)
- Experience supporting customers at scale, with the ability to manage a high‑volume book of business (e.g. :1500 customers)
Our Process
- 30‑minute video call with Recruiter
- 30‑minute video call with Hiring Manager
- Take‑home assignment
- Assignment review call with the hiring team
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 jobs@customer.io.
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.
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Contract Customer Success Manager, EMEA employer: Customer.io
Contact Detail:
Customer.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contract Customer Success Manager, EMEA
✨Tip Number 1
Get to know the company before your interview! Research Customer.io, their values, and their products. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers via email and video calls, make sure you can explain complex concepts clearly and concisely. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Prepare for situational questions! Think about past experiences where you've successfully handled customer issues or escalated problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Contract Customer Success Manager, EMEA
Some tips for your application 🫡
Show Your Customer Success Passion: When you're writing your application, let us see your enthusiasm for Customer Success! Share specific examples of how you've made a difference for customers in the past. We love to hear about your experiences and how you can bring that passion to our team.
Tailor Your Application: Make sure to customise your application for the Contract Customer Success Manager role. Highlight your relevant experience with SaaS and any familiarity with marketing automation platforms. This helps us see how you fit into our fast-growing team!
Be Clear and Concise: We appreciate clear communication, so keep your application straightforward. Avoid jargon and get straight to the point about your skills and experiences. This will help us understand your qualifications quickly and easily.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and culture.
How to prepare for a job interview at Customer.io
✨Know Your Customer Success Basics
Before the interview, brush up on your Customer Success knowledge, especially in the SaaS space. Understand the key metrics and strategies that drive customer satisfaction and retention. This will help you speak confidently about how you can contribute to Customer.io's mission.
✨Familiarise Yourself with Customer.io
Take some time to explore Customer.io’s platform and its features. Knowing how it works will allow you to discuss how you can help customers leverage the tool effectively. Be ready to share your thoughts on best practices and how you would approach onboarding new users.
✨Prepare for Technical Questions
Since the role involves troubleshooting and understanding API docs, be prepared to answer technical questions. Familiarise yourself with common issues customers face and think about how you would resolve them. This shows you’re proactive and ready to dive into the technical side of Customer Success.
✨Showcase Your Communication Skills
As a Customer Success Manager, clear communication is key. During the interview, demonstrate your ability to explain complex concepts simply. You might even want to practice explaining a technical topic to a friend to ensure you can convey information effectively and empathetically.