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- Tasks: Support customers by managing requests and providing expert guidance on our platform.
- Company: Join a fast-growing SaaS company committed to world-class customer service.
- Benefits: Flexible remote work, competitive pay, and valuable experience in Customer Success.
- Why this job: Make a real impact while helping businesses thrive with our innovative solutions.
- Qualifications: 2-3 years in Customer Success or Technical Support, strong communication skills.
- Other info: Dynamic team culture focused on inclusion and professional growth.
Hello from the Recruiting Team at Customer.io! We are 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 will help manage high volumes of customer requests within our pooled support model and provide coverage for team members during periods of leave.
We are 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 will 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.
Responsibilities- 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
- 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
- Gets a kick out of being able to impact many small businesses in the same day with thoughtful responses
- 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 expected to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources
- 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 recognises 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 are excited by what you read and want to build software that makes communication better for everyone—apply now.
Contract Customer Success Manager, EMEA in London 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 in London
✨Tip Number 1
Get to know the company before your interview! Research Customer.io's values and mission, and think about how your experience aligns with their goals. This will help you show that you're not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to Customer Success and technical support. Think of examples from your past roles where you've made a real impact, and be ready to share those stories during your chat.
✨Tip Number 3
Don’t forget to ask questions! Show your interest by preparing thoughtful questions about the role, team dynamics, and how Customer.io supports its customers. This not only helps you gauge if it’s the right fit for you but also demonstrates your enthusiasm.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Customer.io team. Let’s get you in there!
We think you need these skills to ace Contract Customer Success Manager, EMEA in London
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for helping customers. Share specific examples of how you've made a positive impact in previous roles, especially in Customer Success or Technical Account Management.
Be Clear and Concise: We love clear communication! Make sure your application is easy to read and straight to the point. Avoid jargon unless it’s relevant, and focus on how your skills align with what we’re looking for.
Tailor Your Application: Don’t just send a generic application. Take the time to tailor your CV and cover letter to highlight your experience with SaaS platforms and customer support. Show us why you’re the perfect fit for our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Customer.io
✨Know Your Stuff
Before the interview, make sure you’re familiar with Customer.io’s platform and its features. Brush up on marketing automation concepts and be ready to discuss how you can help customers navigate these tools effectively.
✨Showcase Your Communication Skills
As a Customer Success Manager, clear communication is key. Prepare examples of how you've simplified complex concepts for customers in the past. Practice articulating your thoughts clearly, especially since you'll be using Zoom for the interview.
✨Demonstrate Empathy and Efficiency
Think of scenarios where you balanced empathy with efficiency in customer interactions. Be ready to share specific instances where you made a positive impact on a customer's experience, showing that you understand their needs while also being solution-oriented.
✨Ask Thoughtful Questions
Prepare some insightful questions about the role and the team dynamics at Customer.io. This shows your genuine interest in the position and helps you assess if it’s the right fit for you. Plus, it demonstrates your proactive nature!
