Senior Customer Success Manager, Strategic
Customer.io · Support · Senior · Today
From $130k
per year
Open to candidates living in United States, Canada.
Direct from the employer's own careers page
Who can apply
Read straight from the listing, so you know before you spend time on it.
Open to candidates living in United States, Canada.
“Based in the U.S. or Canada, and open to travel”
Americas team based in the U.S. or Canada.
- Async-first
- The listing doesn't promise async-first working.
- Contractor / B2B
- No mention of hiring international contractors or invoicing.
- Global stipend
- Provides stipends for remote work and wellness.
- Annual retreat
- No company-paid get-togethers mentioned.
Read from the listing automatically. Always confirm the details with the company before you accept an offer.
About the role
In this role, you will join the Americas Customer Success team and manage a portfolio of 20 to 35 strategic accounts with over $100k ARR each. You will guide customers from onboarding through adoption and renewals, link platform utilization to measurable business outcomes, and collaborate with Account Managers, Technical Support, Product, and Engineering to drive long-term customer retention and expansion.
What you'll do
- Manage a book of 20 to 35 Strategic customers, each exceeding $100k in ARR, driving onboarding, adoption, and retention.
- Partner with Account Managers to identify expansion opportunities, craft renewal strategies, and align customer value with revenue targets.
- Lead quarterly and executive business reviews, including occasional client on-site visits, and build mutual success plans.
- Assess account risk signals early, manage escalations, and deliver technical and strategic recommendations to executive sponsors.
- Act as an internal advocate for customer needs across Technical Support, Product, and Engineering teams.
What you bring
- Based in the U.S. or Canada, and open to travel.
- 5+ years of enterprise CSM experience in SaaS managing complex, strategic accounts.
- Demonstrated commercial involvement in renewals, upsells, or account expansion.
- Strategic consultative skills with the ability to tie product usage to business metrics during EBRs.
- Technical comfort with APIs, integrations, and data models to troubleshoot at a high level.
- Enthusiasm for learning and conversing about new AI functionality.
About Customer.io
Customer.io powers automated messaging platforms that help over 9,000 companies send smarter, data-driven emails, push notifications, and in-app messages.
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