Contract Customer Success Manager, EMEA
C
Customer.ioSaaS
EMEA Remote, 9am-5pm GMTContractMiddle
Salary60 USD per hour
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Job Details
- Experience
- 2–3 years
- Required Skills
- RESTful APIs
Requirements
- 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)
- Experience supporting customers at scale, with the ability to manage a high-volume book of business (e.g. ~1500 customers)
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
- Identify complex issues and escalate to our technical support teams as appropriate
- Advise on Customer.io strategy and best practices
- Facilitate onboarding calls and one-off support sessions as needed
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