Back to jobs
New

Customer Journey Specialist, Americas

Americas Remote

đź‘‹ 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.

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.

What you’ll do

  • 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.

About you

  • 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.

What we’re looking for

  • 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.

Bonus points if you have

  • 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.

Why you’ll love working here

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.

Compensation & Benefits

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 →

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
  • 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 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.

 

Create a Job Alert

Interested in building your career at Customer.io? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
In what ways have you interacted with customers? *
Select...
Select...

This should be the location you plan to consider your primary residence and are legally authorized to work in.

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Customer.io’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.