Contract Customer Success Manager

Americas

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Part TimeJob Type

UnknownVisa

SaaS, Marketing TechnologyIndustries

Requirements

Candidates should have 2-3 years of experience in Customer Success or Technical Account Management within the SaaS industry, or be a Technical Support professional ready to transition into Customer Success. Comfort with email and video call communication with customers is essential. Familiarity with marketing automation platforms such as Customer.io, Marketo, Braze, Iterable, ActiveCampaign, or Klaviyo is required. The role also requires the ability to understand API documentation, build logic flows, and troubleshoot root causes for integrations, though hands-on coding is not expected.

Responsibilities

The Contract Customer Success Manager will triage and respond to customer tickets via email and Zoom, diagnosing root causes related to API documentation, conditional logic workflows, and Liquid templates. Responsibilities include identifying and escalating complex issues to technical support teams, advising on Customer.io strategy and best practices, and facilitating topic-focused onboarding calls and one-off support sessions as needed. This role also involves providing capacity coverage for team members on leave and supporting high volumes of customer requests in a pooled model.

Skills

Customer Success

Technical Account Management

SaaS

Technical Support

Email Communication

Video Conferencing

API Documentation

Logic Flows

Integrations

Troubleshooting

Marketing Automation

Customer Support

Digital Customer Success

Customer.io

Marketing automation for customer engagement

About Customer.io

Customer.io is a marketing automation platform that helps businesses engage with their customers throughout their lifecycle. It allows companies to segment their audience based on real-time events, enabling personalized messaging that enhances customer connections and engagement. Unlike many competitors, Customer.io offers A/B testing and professional support services to optimize marketing strategies. The goal is to empower businesses to send data-driven messages that improve customer engagement and drive revenue.

Portland, OregonHeadquarters

2012Year Founded

$9.6MTotal Funding

SEEDCompany Stage

Consulting, Consumer SoftwareIndustries

201-500Employees