From 130K USD / year
Senior Customer Success Manager, Strategic
Customer successRemote — Americas, United States, Canada
Published on 2026-11-14
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About this role
Manage strategic customer relationships from onboarding through renewal, helping customers connect platform adoption to measurable business outcomes. Partner with internal teams and customer executives to drive retention, expansion, and long-term success.
About the company
Customer.io provides a customer engagement platform that enables businesses to send personalized messages to their audience through various channels. The company serves organizations seeking to enhance their marketing automation and communication strategies.
What you'll do
- Manage a portfolio of approximately 20–35 strategic customers, each with over $100K ARR
- Guide customers through onboarding, adoption, renewals, and long-term success
- Lead quarterly and executive business reviews and develop mutual success plans
- Identify account risks, manage escalations, and determine next steps
- Partner with Account Managers on renewal strategy and expansion opportunities
- Advocate for customers across Support, Product, and Engineering
What we're looking for
- 5+ years of enterprise SaaS customer success experience managing complex strategic accounts
- Commercial experience with renewals, upsells, or expansion
- Ability to connect product usage to business value and present outcomes to executives
- Working familiarity with APIs, integrations, and data models
- Ability to influence cross-functional teams
- Based in the U.S. or Canada and open to travel
Nice to have
- Experience in martech, CDPs, or messaging platforms
- Spanish language skills
- Experience leading client onsites
Benefits
- Equity grant in the form of stock options
- 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employees and family
- 16 weeks of paid parental leave
- Unlimited PTO
- Remote work and wellness stipends
- Professional development budget
Hiring process
- 30-minute recruiter video call
- 45-minute hiring manager video call
- 60-minute case study review with the hiring manager and potential team members
- 30-minute leadership video call