[Remote] Contract Customer Success Manager, EMEA

Note: The job is a remote job and is open to candidates in USA. Customer.io is a fast-growing SaaS company focused on delivering world-class customer service. They are seeking a part-time Customer Success contractor to manage customer requests, provide support, and facilitate onboarding calls as the company continues to expand its customer base.

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

Skills
• 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 expect to read or write code, but you can ask the right questions to unblock customers and get them the appropriate resources

Company Overview
• Customer.io enables users to send newsletters to selected segments of customers using their website data. It was founded in 2012, and is headquartered in Portland, Oregon, USA, with a workforce of 201-500 employees. Its website is https://customer.io.