Contract Customer Success Manager
Skills
- 2–3 years in Customer Success, Technical Account Management, or Technical Support in SaaS
- Comfortable communicating with customers via email and video (Zoom)
- Able to read API docs, build/troubleshoot logic flows, and diagnose integrations
- Familiarity with marketing automation platforms (Customer.io, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
- Hands-off coding familiarity — can ask the right technical questions to unblock customers
- Strong written communication and ability to make complex concepts user-friendly
Responsibilities
- Triage and respond to customer tickets via email and Zoom
- Diagnose root causes including API issues, conditional-logic workflows, and Liquid templates
- Identify complex issues and escalate to technical teams when appropriate
- Provide strategic advice and best-practice recommendations for Customer.io usage
- Facilitate topic-focused onboarding calls and one-off support sessions
- Provide capacity coverage for team members and work within a pooled support model
- Collaborate with the Americas Scaled CS team to ensure consistent customer experience
Education
- No specific degree required; equivalent professional experience in SaaS Customer Success or Technical Support is accepted
- Demonstrated history of customer-facing technical troubleshooting or onboarding
Benefits
- $60 per hour, 20 hours/week
- Remote work with flexible schedule within Americas / overlapping 9am–5pm ET
- Contract role through Dec 31, 2025 with possible extension
- Exposure to digital-led Customer Success and marketing automation platforms
- Collaborative, growth-minded and inclusive team culture
Average salary estimate
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