About the Role
Customer•io is looking for a Customer Journey Specialist to support new trial users and help them become long-term, successful customers in our self-serve tier.
This is not a sales role—it focuses on customer value, support, and education.
You will only contact people who have already signed up or are existing customers. No cold outreach.
About Customer•io
More than 8,000 companies—from startups to global brands—use Customer.io to send billions of emails, SMS, push notifications, and in-app messages every day.
Our platform helps businesses send smarter, more relevant messages using real-time behavioral data.
Key Responsibilities
Customer Engagement
- Contact new trial users early to understand goals.
- Guide them through setup and help them find value quickly.
- Provide practical advice to help users reach important “aha” moments.
Customer Insights & Feedback
- Collect feedback from customer interactions.
- Share insights to improve team processes and digital outreach.
- Identify opportunities for product improvements.
Account Support
- Spot customers who are growing fast or who need additional help.
- Reach out proactively to support them and accelerate success.
Cross-Team Collaboration
- Work closely with Product, Engineering, Customer Success, and Support.
- Ensure smooth transitions from trial to paid subscription.
- Make sure customers receive timely help.
Data & Usage Monitoring
- Track engagement and product usage.
- Identify who is stuck and who is doing well.
- Adjust outreach based on behavior patterns.
Customer Education
- Share useful resources, tips, best practices, and product guidance.
- Help users build confidence with the platform.
Why You’ll Love This Role
- You will be part of a new, foundational team shaping how we support and grow our self-serve tier.
- Your work will have a direct impact on activation, retention, and overall customer experience.
- You’ll join a supportive, curious, and collaborative team.
- You’ll have opportunities to grow into Customer Success, Sales, or Premium Account Management roles.
Compensation & Benefits
- $72,000 base salary + $18,000 variable = $90,000 OTE USD (or equivalent in local currency)
- Salary depends on experience and market adjustments.
Benefits
- 100% covered medical, dental, vision, mental health, and supplemental insurance for you and your family.
- 16 weeks paid parental leave
- Unlimited PTO
- Wellness and remote-work stipends.
- Professional development budget.
Hiring Process
Our process is simple and straightforward:
- 30-minute Zoom call with Recruiter
- 230-minute Zoom call with Hiring Manager
- 30-minute Zoom call with Cross-Functional Partner
- 45-minute Homework Review with the Team
- Background check & employment verification for final candidates
- Interviews are conducted only on Zoom with video (not via chat).
What We’re Looking For
- 1+ year in a customer-facing SaaS role (Customer Success, Support, Sales, or Onboarding)
- Strong relationship-building skills
- Ability to understand customer needs and guide them to solutions
- Comfortable using CRM and engagement tools (e.g., Salesforce, Planhat)
- Excellent written and verbal communication
- Proactive mindset with a focus on measurable impact
- Able to manage multiple conversations and stay organized
Bonus Skills
- Experience with SMB or Mid-Market SaaS customers
- Knowledge of customer metrics (activation, retention, churn)
- Experience with marketing automation or messaging platforms
- Fluency in Spanish, French, or another language