Customer Success Manager

Job Overview

This part-time contract role involves managing customer requests in a pooled support model, providing coverage for team leaves, and delivering exceptional service in a fast-growing SaaS environment focused on marketing automation. You’ll work remotely, overlapping with UK or Ireland business hours, to help customers maximize platform value through triage, support, and collaboration.

Responsibilities

• Triage and respond to customer tickets via email and Zoom
• Diagnose root causes, including API docs, conditional-logic workflows, and Liquid templates
• Identify complex issues and escalate to technical support teams
• Advise on strategy and best practices
• Facilitate topic-focused onboarding calls and one-off support sessions

Qualifications

• 2–3 years in Customer Success or Technical Account Management in SaaS, or Technical Support experience transitioning to CS
• Comfortable communicating with customers via email and video calls
• Comfortable reading API docs, building logic flows, and troubleshooting integrations
• Familiarity with marketing automation platforms such as Customer.io, Marketo, Braze, Iterable, ActiveCampaign, or Klaviyo
• Self-starter who dives into new technology and asks well-formed questions
• Clear communicator who simplifies complex concepts
• Customer advocate balancing empathy with efficiency