At a Glance
- Tasks: Manage a portfolio of 50-60 Mid-Market customers, guiding them to success.
- Company: Join Customer.io, a leading platform for automated communication.
- Benefits: Enjoy competitive salary, comprehensive health coverage, and unlimited PTO.
- Other info: Embrace a dynamic work culture focused on growth and inclusivity.
- Why this job: Be a strategic partner, helping customers achieve their goals with innovative solutions.
- Qualifications: 2+ years in Customer Success, fluent in French, Russian, or Spanish preferred.
The predicted salary is between 60000 - 60000 £ per year.
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 powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.
Hi, my name is Kasia Santana, Manager of Customer Success at Customer.io, and I'm looking for a Customer Success Manager to join our Mid-Market, EMEA team. You'll own the success of a dedicated portfolio of roughly 50-60 Mid-Market customers — acting as their strategic advisor from onboarding through long-term adoption, and driving commercial outcomes across your book of business. You'll partner closely with Account Management, Technical Support, Product, Solutions, and Engineering to help customers realize real value throughout their lifecycle.
We don't need you to be a marketing expert or a deeply technical one. We need someone who's an expert at asking the right questions — someone who digs until they find the real problem, not just the reported one, and who can influence a customer to make progress and move through blockers. You'll be curious and eager to understand our app well enough to take a customer's use case and turn our features into outcomes that matter to them.
What we value
- Curiosity about the business behind the customer: You're genuinely interested in how companies operate and enjoy learning your customers' industries and goals. You ask about the why behind a request before recommending a solution.
- Trusted advisor, not ticket-taker: You build relationships that turn you into a strategic partner rather than someone who simply answers questions. You have well-formed opinions about customer experience and aren't shy about sharing them.
- Ownership of commercial outcomes: You see CS as a value and growth engine. You take ownership of outcomes across your book and naturally look for opportunities to create more value, partnering with AM on retention and expansion.
- Comfort in ambiguity: You thrive on complex, open-ended customer challenges — bringing together business context, technical understanding, and creativity to solve them. You're calm under pressure, highly organized, and able to juggle competing priorities across a full portfolio.
- AI-forward thinking: You're comfortable using AI tools to improve your own productivity and your customers' outcomes, and you bring a growth mindset toward experimenting with new AI-powered ways of working.
What you'll do
- Manage a dedicated portfolio of ~50-60 Mid-Market customers as their strategic partner across the full customer lifecycle.
- Lead onboarding — running kickoffs and milestone check-ins, and guiding customers to their first measurable outcomes.
- Build a deep understanding of each customer's goals and translate them into measurable, mutual success plans.
- Provide proactive, consultative guidance through regular strategic touchpoints and value-driven conversations.
- Monitor customer health, spot adoption trends, and address risks before they impact success.
- Partner with Account Management to support retention and expansion, and coordinate with Technical Support, Product, Solutions, and Engineering when deeper expertise is needed.
- Own escalations end to end — from identification through resolution — keeping customers informed and confident throughout.
- Advocate for your customers internally by sharing product feedback and influencing improvements to the customer experience.
- Drive AI adoption across your portfolio — coaching customers on AI-powered solutions and modeling what AI-native Customer Success looks like.
- Contribute to the broader CS organization by sharing best practices, improving playbooks, and participating in webinars and enablement initiatives.
What we're looking for
- 2+ years as a Customer Success Manager for technical products, in a SaaS environment.
- Experience communicating with software developers in a technical capacity.
- Opinionated about customer experience — you should have well-formed views in order to give customers strategic advice.
- Fluency in French, Russian, and/or Spanish (we are prioritising multilingual candidates for this role).
- Located in the United Kingdom or Ireland.
We believe in transparency. The salary for this role is $80,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. 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.
No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.
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.
Customer Success Manager, EMEA employer: Customer
At Customer.io, we pride ourselves on being an exceptional employer that values transparency, empathy, and growth. Our inclusive benefits package ensures the well-being of our employees, offering comprehensive health coverage, generous parental leave, and unlimited PTO, all within a collaborative and innovative work culture. Located in the UK or Ireland, you'll have the opportunity to thrive in a dynamic environment where your contributions directly impact customer success and drive meaningful outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Customer. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Customer before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Customer:Your cover letter is your chance to shine! Tell us why you want to work at Customer specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Customer!
How to prepare for a job interview at Customer
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
