Customer.io
Manager, Customer Success
Americas Remote
Sponsorship not specified$120k-$140kDetected 20 days ago
Customer SuccessLeadershipCommunicationMentoring
About the role
- I need someone who sets the agenda for their segment, coaches their team to operate with real autonomy, and comes to me with solutions - not just problems.
- The person who thrives here is excited by that, not intimidated by it.
- They've navigated ambiguity before, they know how to hold a team steady through it, and they have a genuine bias for figuring it out and moving forward.
Responsibilities
- Lead a pod of 5-7 CSMs through structured 1:1s, performance feedback, and development conversations - with a clear standard for what good looks like at every level
- Own retention and growth outcomes across your pod's book of business
- Manage the full performance spectrum - accelerate high performers, address underperformance early and directly, and document with the rigor that People Team processes require
- Drive AI adoption on your team, identifying efficiency opportunities and modeling what AI-native CS work looks like in practice
- 2-3 years of people management experience in a B2B SaaS CS environment, with a track record of developing CSMs - not just managing their workload
Requirements
- Genuine AI fluency - you can speak to specific ways you've used AI to change how your team operates, not just tools you've explored
- Comfortable getting on the phone - you're coaching-first, but you know when manager involvement on an escalation or renewal is what actually moves things
Skills
- Managing CS is not about doing the work for people.
- Coaching as a core skill: Managing CS is not about doing the work for people.
Compensation
- We believe in transparency.
- Starting salary for this role is $120,000 - $140,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.
- We know our people are what make us great, and we're committed to taking great care of them.
- No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.
- Recruiter Screen (30 minutes)
- Hiring Manager Interview (45 minutes)
Benefits
- Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
- See full benefits here →
- We commit to using our influence to increase inclusion and equity within the tech industry.
- We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.
Company info
- What we're looking for
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