Customer Journey Specialist, Americas

👋 Hello from the Recruiting Team at Customer.io!

We are looking for a Customer Journey Specialist at Customer.io, where you’ll be the bridge between new trial users and long-term, successful customers in our self-serve tier. Your mission: help customers get value from our platform quickly so they’re excited to become (and stay) paying users.

This is a brand new role ideal for someone who loves connecting with people, enjoys solving problems, and is motivated by helping customers succeed. You’ll combine the curiosity and customer focus of CSM skills with the proactive communication and drive of our BDRs. However, this is not a sales role. It’s a customer value and relationship role.

You’ll work with people who have already signed up for a trial or are existing customers - no cold outreach - and your impact will be felt through a boost in activations, higher conversion rates, and happier customers.

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. We help teams send smarter, more relevant messages using real-time behavioral data.

• Engage with trial users early and often: Reach out to new sign-ups to understand their goals, guide them through key setup steps, and help them see value quickly.
• Capture and share feedback: Surface insights from customer interactions to inform the team’s overall approach, design scalable digital outreach programs, and uncover the potential of product improvements.
• Help customers get to “aha” moments: Understand what success looks like for each user, and provide practical advice and support to help them achieve it.
• Spot and support growing accounts: Identify customers showing signs of rapid adoption or needing extra help, and proactively reach out to accelerate success on both ends of the spectrum.
• Collaborate across teams: Partner with Product and Engineering, Customer Success, and Support to ensure customers get timely help and a smooth experience transitioning from trial to paying customer.
• Monitor engagement and usage: Use data to identify patterns - who’s getting stuck, who’s thriving, and tailor your outreach accordingly.
• Educate and empower: Share best practices, product tips, and relevant resources to help users become confident with our platform.

• You love connecting with people and helping them find solutions that work.
• You’re curious about businesses, data, messaging strategy, and what makes customers tick.
• You’re comfortable navigating both technical and non-technical conversations.
• You enjoy problem-solving, learning on the fly, and thinking creatively to help customers move forward.
• You’re organized, detail-oriented, and can manage multiple conversations at once.
• You thrive in fast-paced, collaborative environments and take initiative to improve processes.
• You’re excited to grow your career in customer success, sales, or onboarding.

• 1+ years of experience in a customer-facing SaaS role—such as Customer Success, Support, Sales, or Onboarding.
• Proven ability to build relationships, understand customer needs, and guide them toward solutions.
• Comfort working with CRM and engagement tools (like Salesforce, Planhat, or similar).
• Strong written and verbal communication skills.
• A proactive mindset - you’re motivated by goals and find satisfaction in driving measurable impact.

• Experience supporting SMB or Mid-Market customers in a tech or SaaS environment.
• Familiarity with customer lifecycle metrics like activation, retention, or churn.
• Previous exposure to marketing automation or messaging platforms.
• Fluency in Spanish, French, or another language.

This is a foundational role on our Account Management team. As we build out a new approach for supporting and growing our self-serve tier, this role is an opportunity to directly influence how we activate and retain customers at scale. You’ll be part of a collaborative, supportive team that values curiosity, empathy, and experimentation. And as you grow, you’ll have opportunities to advance into other areas like Customer Success, Sales, or the Premium Account Management team.

We believe in transparency. The salary for this role is $72,000 base + $18,000 variable = $90,000 OTE 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. 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 →

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

• 30-minute Zoom call with Recruiter
• 30-minute Zoom call with Hiring Manager
• 30-minute Zoom call with Cross-Functional Partner
• 45-minute Homework Review Call with Team

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].

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.