Senior Account Manager

About Customer.io

Over 8,000 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.

As a Senior Account Manager at Customer.io, you will be the fully qualified, experienced professional in our account management team, responsible for nurturing client relationships, driving revenue growth, and providing innovative solutions to meet client needs. Drawing upon your comprehensive understanding of the B2B SaaS space, you will assess and resolve a wide range of issues, using sophisticated analytical techniques to identify root causes and devise effective solutions.

This is a growing team that is taking on new areas of responsibility, and we are looking for a senior and experienced individual contributor to help us navigate change and build foundations that will set us up for success now, and in the future.

What You’ll Do

• Exceptional Client Relationship Management: Serve as the primary liaison for high-potential accounts, employing advanced negotiation and communication skills and a deep understanding of client needs to foster lasting partnerships.
• Revenue Optimization: Utilize advanced analytical techniques to identify opportunities for revenue growth, including upselling, cross-selling, and expansion strategies tailored to each client's unique requirements.
• Strategic Account Planning: Work directly with Leadership on the development and execution of comprehensive account strategies, leveraging your expertise to maximize client satisfaction, retention, and revenue generation.
• Sophisticated Account Health Monitoring: Be a senior voice for the team as you work alongside the CSMs to implement monitoring and analysis of account health, proactively identifying areas for optimization and implementing creative solutions.
• Exceptional Customer Support: Provide high-level support to clients, resolving complex issues and escalations efficiently and professionally to ensure a superior customer experience.
• Industry Leadership: Stay at the forefront of industry trends and market developments, leveraging your expertise to drive innovation and maintain Customer.io's competitive edge.

What we're looking for

• Minimum of 5 years of experience in account management, sales, or related roles within the SaaS industry.
• Expert Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex ideas persuasively and adapt communication style to diverse audiences.
• Analytical Prowess: Demonstrated ability to analyze data, assess trends, and develop sophisticated strategies to drive business outcomes and achieve revenue targets.
• Results-driven: Proven track record of exceeding targets and delivering exceptional customer experiences in a fast-paced, dynamic environment.
• Networking and Influence: Ability to cultivate relationships with senior internal and external stakeholders, influencing decision-making and driving consensus on complex matters.
• Technical Proficiency: Familiarity with SaaS platforms and CRM tools, with the ability to quickly learn and adapt to new technologies.
• Project Management Experience: Previous experience managing cross-functional projects or initiatives, coordinating efforts across teams to achieve shared objectives.
• Bonus: Proficiency in French, German, a Nordic language, Dutch, or Spanish.

Compensation & Benefits

We believe in transparency. Starting salary for this role is $150,000 USD OTE (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. 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. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

• We plan to begin the interview process the week of January 12th
• 30-minute video call with Recruiter
• 45-minute video call with Hiring Manager
• Take Home Assignment
• 45-minute Assignment Review Call with a few potential team members

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected].

Join us!

We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read and want to build software that makes communication better for everyone—apply now.