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Contracts Manager

Americas Remote

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

Hi! I’m Brad, General Counsel at Customer.io, and I’m hiring a Contracts Manager to be the point person across our commercial contract portfolio—balancing customer-facing SaaS sales deals and vendor/procurement agreements. This will be a key individual contributor role where you’ll partner closely with our growing Sales team, RevOps, Finance, Security, Procurement, Product, and Leadership to move deals to signature quickly while managing risk. You’ll help us scale by building smart processes, leveraging AI-assisted workflows, and continuously improving our tooling and playbooks.

What you’ll do

Drive revenue-side deals (SaaS sales)

  • Lead redlines and negotiations on MSAs, Order Forms, Subscription Terms, SLAs, DPAs, and related docs for mid-market and enterprise customers from first draft through close.
  • Confidently represent Customer.io in direct negotiations with customer legal and procurement teams—balancing professionalism, clarity, and business acumen on complex deal terms.
  • Communicate positions clearly and calmly under pressure; explain legal and business risks in plain language to non-lawyers and maintain strong rapport with counterparties.
  • Partner with Sales and RevOps on deal structure, pricing terms, and non-standard concessions; balance risk with business goals on tight timelines.
  • Serve as the legal team representative in high-stakes discussions—protecting company interests while keeping deals moving.
  • Enable a growing Sales org with playbooks, office hours, training, and quick-hit guidance that keeps momentum without constant escalation.
  • Model poise, judgment, and thoughtful communication in every interaction; build trust across Sales, RevOps, and customer stakeholders alike.

Optimize Vendor / Procurement Contracts

  • Own contracting for infrastructure, SaaS tools, data/AI services, professional services, and strategic vendor agreements (drafting, reviewing and amending SOWs, renewals, terminations).
  • Align with Procurement, Security, and Finance on terms, risk, approvals, and spend; streamline renewals and obligation tracking.

Build Scalable Contracting Operations

  • Design and maintain playbooks, fallback clauses, and clause libraries; keep standard forms sharp and current.
  • Own the end-to-end contract lifecycle (intake → drafting → negotiation → execution → obligations/renewals) and drive measurable improvements in cycle time, deviation rates, approval bottlenecks, and self-serve close.
  • Leverage process and AI to increase throughput: structured intake and triage, first-pass redlines with AI assistants, clause suggestions, automated approvals, renewal alerts, and clear reporting.
  • Level up our tooling—LinkSquares (CLM), DocuSign, Zendesk, Notion—including templates, automations, dashboards, and SLAs.
  • Deliver training and enablement for Sales and Procurement on red flags, positions, and best practices.

Be a Trusted Cross-Functional Partner

  • Work hand-in-hand with Legal, Finance, Security, Compliance, Product, and leadership to resolve open points and keep deals moving.
  • Jump in on special projects and continuous improvements within Legal.

What we're looking for

  • 5+ years of hands-on commercial contracting experience (in-house preferred) negotiating technology/SaaS agreements with enterprise customers and key vendors.
  • Fluency with privacy/security and core SaaS risk areas: DPAs, SLAs/credits, uptime, data use, IP, confidentiality, indemnities, limitation of liability, and insurance.
  • A track record of scaling a lean legal function using process, automation, and AI tools (e.g., clause libraries, redline assistants, structured approvals, and CLM workflows).
  • Comfort partnering with a growing Sales organization; effective communicator with AEs, SEs, Sales leadership, and RevOps.
  • Ownership mindset, an ability to prioritize and quickly adjust to moving expectations, strong judgment, organization, and bias for action.

Nice to have

  • Background in B2B SaaS, martech, or cloud.
  • Experience with reseller/partner and marketplace motions.
  • Experience piloting and governing AI-enabled legal or sales workflows and reporting on the outcomes.
  • Experience supporting international sales deals and navigating regional contracting nuances (data transfer, governing law, and compliance frameworks).

Why this role is exciting

You’ll sit at the intersection of deal velocity and risk management, shaping how Customer.io scales our commercial engine and vendor stack through smart process and AI-assisted workflows while enabling a high-growth Sales team.

If you want a condensed job-board version, a careers-page version, or an interview rubric mapped to these responsibilities, I can generate those next.

Compensation & Benefits

We believe in transparency. Salary for this role is $125,000 (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.

  • 30-minute Zoom Call with Recruiter
  • 45-minute Zoom Call with Hiring Manager
  • Three 30-minute 1:1 Zoom Calls with Team and People Partner
  • 1-hour HW Review Zoom Call with Team
  • Final 30-minute Zoom Call with Hiring Manager

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 jobs@customer.io.

Join us!

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.

 

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