Contract Customer Success Manager, EMEA

TL;DR

Contract Customer Success Manager (EMEA): Triage and respond to high-volume customer tickets via email and Zoom, diagnose root causes in API docs, conditional-logic workflows, and Liquid templates with an accent on advising best practices and facilitating onboarding. Focus on identifying complex issues for escalation, providing end-user guidance, and ensuring customer confidence in the platform.

Location: Remote, must be located in the UK or Ireland, overlapping business hours (9am-5pm GMT)

Salary: $60 USD per hour (20 hrs/week)

Company

Fast-growing SaaS platform enabling personalized customer communication and marketing automation.

What you will do

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

Requirements

• Located in the UK or Ireland with Mon-Fri availability 9am-5pm GMT
• 2–3 years in Customer Success, Technical Account Management, or Technical Support in SaaS
• Comfortable with email/video communication and troubleshooting API docs, logic flows, integrations
• Familiarity with marketing automation platforms (hirify.global, Marketo, Braze, Iterable, ActiveCampaign, Klaviyo)
• No coding required, but ability to ask right questions to unblock customers

Culture & Benefits

• Work in a fast-growing, customer-first SaaS environment with a supportive, growth-minded team
• Collaborate alongside Americas Scaled CS team
• 6-month contract with possible extension
• Commitment to inclusion, equity, and bias-free hiring

Hiring process

• Virtual interviews via Zoom (video required)
• Background check and employment verifications for final candidates