Contract Customer Success Manager, EMEA

Join Customer.io as a Contract Customer Success Manager supporting our rapidly growing EMEA region. This is a part-time remote opportunity for experienced professionals located in the UK or Ireland to deliver exceptional customer support during a period of significant company expansion.

Customer.io plays a meaningful role in how businesses connect with their audiences through powerful marketing automation. We're deeply committed to delivering world-class service and creating experiences that leave customers feeling supported, confident, and empowered to maximize our platform. This fast-growing team offers hands-on experience in a digital-led Customer Success environment where you'll build new skills, work with diverse customers, and collaborate with a smart, supportive, growth-minded team.

Key Responsibilities

• Triage and respond to customer support tickets via email and Zoom video calls
• Diagnose root causes across technical challenges including API documentation, conditional-logic workflows, and Liquid templates
• Identify complex issues and escalate appropriately to technical support teams
• Advise customers on Customer.io strategy and best practices for marketing automation
• Facilitate onboarding calls and one-off technical support sessions as needed
• Manage high-volume customer requests within our pooled support model
• Provide coverage for team members during periods of leave

About You

• Self-starter with a passion for diving into new technology and asking well-formed clarifying questions
• Clear communicator skilled at translating complex concepts into user-friendly guidance
• Customer advocate balancing empathy with operational efficiency
• Motivated by the impact of thoughtful responses that help small businesses succeed
• Located in the UK or Ireland timezone

Required Experience

• 2–3 years in Customer Success, Technical Account Management in SaaS, or Technical Support with readiness to transition into CS
• Comfortable communicating with customers via email and video conferencing
• Comfortable reading API documentation, building logic flows, and troubleshooting integrations to diagnose root causes
• Familiarity with marketing automation platforms such as Customer.io, Marketo, Braze, Iterable, ActiveCampaign, or Klaviyo
• Experience supporting customers at scale with ability to manage high-volume customer books (approximately 1,500+ customers)

Why Join Customer.io

Customer.io has demonstrated consistent year-over-year growth, and this contract role offers a unique opportunity to make real impact during rapid scaling. You'll gain valuable, hands-on experience in a dynamic, customer-first SaaS company while working with a supportive team committed to your professional development. The company maintains a transparent, human-centered hiring process with no gotchas or trick questions.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.