Associate Customer Success Manager

Position Overview:

Customer.io is seeking an Associate Customer Success Manager to join our growing team. Reporting to the Sr Manager of Customer Success, Americas, this role specializes in our scale motion, managing the successful onboarding of SMB and Mid-Market accounts, and providing ongoing support for customers on our pooled Customer Success model. You will guide customers through onboarding, help them achieve their business outcomes, and ensure they unlock the value of the Customer.io platform within the first 90 days. You will also manage long-term customer success through a pooled Customer Success model involving a shared inbox and ad-hoc Zoom calls.

Key Responsibilities:

• Lead with empathy, innovation, and problem-solving to guide assigned customers through key onboarding elements.
• Get product and strategic questions answered for customers by collaborating with customer success enablement, technical support, sales, product, and engineering.
• Manage customers' long-term success beyond onboarding with pooled Customer Success.
• Act as the first point of contact for customers, providing dedicated support and initial troubleshooting.
• Gather information and collaborate with Technical Support, Product, and Engineering to solve customer problems.
• Advise on best practices and practical knowledge as customers adopt new features and use cases.
• Identify gaps in processes and resources, and take initiative to optimize the customer experience.
• Collaborate with teammates to implement solutions.
• Use knowledge gained from working with accounts to inform digital strategy and identify areas for impact.
• De-risk accounts that are off track and nurture growth in promising accounts.
• Manage the shared inbox for customer requests and questions, identifying trends to mitigate volume and optimize processes.
• Conduct kick-off calls with key stakeholders to outline onboarding plans and timetables.
• Plan and organize customer data for effective campaign and newsletter creation.
• Engage customers in conversations to understand their messaging goals and help them plan and implement strategies.
• Ensure confidence in the Go-Live process by advising on testing strategies and potential pitfalls.

Requirements:

• Curiosity and enjoyment in learning about different businesses and industries.
• A strong desire to understand how the product services customer use cases.
• Creative problem-solving skills to understand root causes and find the best solutions.
• Ability to recognize when a process or solution isn’t working and pivot intentionally.
• While not requiring marketing expertise, a strong ability to get questions answered and influence customer progress is essential.
• Keenness to gain a good understanding of the app to leverage features for customer success.

Company Information:

• Hiring Manager: David, Sr Manager of Customer Success, Americas
• Company: Customer.io

Employment Type: [Information not provided] Location Type: [Information not provided] Salary: [Information not provided]