Manager, Customer Success

About the Company

Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive.

Responsibilities

• Lead a pod of 5-7 CSMs through structured 1:1s, performance feedback, and development conversations
• Own retention and growth outcomes across your pod's book of business
• Engage directly on escalations, at-risk renewals, and high-value accounts
• Translate org-level priorities into team-level goals and clear expectations
• Manage the full performance spectrum, including accelerating high performers and addressing underperformance
• Surface patterns and insights from your pod to senior leadership with proposed solutions
• Drive AI adoption on your team to identify efficiency opportunities

Requirements

• 2-3 years of people management experience in a B2B SaaS CS environment
• Proven track record of developing CSMs
• Commercial accountability with experience owning or partnering on GRR/NRR targets
• Demonstrated experience leading a team through organizational or model changes
• High autonomy and ability to operate without day-to-day direction
• Genuine AI fluency and ability to apply AI to CS workflows
• Comfortable engaging directly on phone calls for escalations or renewals

Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
• 16 weeks paid parental leave
• Unlimited PTO
• Stipends for remote work and wellness
• Professional development budget