Contract Customer Success Manager, EMEA NEW

Remoteworldwide

Hello from the Recruiting Team at Customer.io! We’re hiring a part-time Customer Success contractor located in the UK or Ireland to support our growing team as our customer base continues to expand. In this role, you’ll help manage high volumes of customer requests within our pooled support model and provide coverage for team members during periods of leave.

We’re deeply committed to delivering world-class service. Customer.io plays a meaningful role in how our customers connect with their audiences, and we take that responsibility seriously. Our goal is to create an experience that leaves customers feeling supported, confident, and empowered to get the most out of our platform.

This is a fast-growing team and a strong opportunity to gain hands-on experience in a digital-led Customer Success environment. You’ll build new skills, work with a wide range of customers, and collaborate closely with a smart, supportive, and growth-minded team.

Customer.io has seen consistent year-over-year growth, and this contract role offers a chance to make a real impact during a period of rapid scale-while gaining valuable experience in a dynamic, customer-first SaaS company.

Some of the things you’ll do

• 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
• Facilitate topic-focused onboarding calls and one-off support sessions as needed

About You

• Self-starter who dives into new technology and isn’t shy about asking well formed questions to get clarity
• Clear communicator who turns complex concepts into end-user friendly guidance
• Customer advocate who balances empathy with efficiency
• Get’s a kick out of being able to impact many small businesses in the same day with thoughtful responses

What we’re looking for

• 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

Logistics

• Hours : 20 hrs/week at $60 USD per hour, Mon-Fri availability between 9am-5pm GMT, flexible schedule based on the needs of the team and customers
• Location : Remote, overlapping UK or Ireland business hours
• Contract: 6-months, with possible extension
• Collaboration : Works alongside Americas Scaled CS team

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