Upgrade Specialist

Hi, I'm Erik, Director of Premium Contracts here at Customer.io.

We're looking for a motivated and successful Upgrades Specialist to join our growing contracts team at Customer.io to support our next stage of growth.  This is a unique opportunity to join our thriving, fast-paced team and take your career to the next level. If you’ve worked in account management or contracts in a Saas space and are looking for a role with upward mobility potential, this role could be the perfect fit for you.

You will be working with both our Premium and Basic customers to create account expansion through upgrades and mid-term adjustments. We have phenomenal customer success, technical support, and billing teams that will work with you on eligible customers.

Understanding both the Customer.io platform, along with customer usage will help to drive strong conversations for upselling. You will be looked at as the product expert on the contracts team.

• Handle pricing conversations for converting Basic customers into Premium deals
• Handle all reactive upgrade opportunities delivered by Billing, Customer Success, and Technical Support
• Review Basic customer overages and create a pipeline of Premium-eligible customers
• Work with Lifecycle Email Manager to get Premium-eligible customers into an automated journey to increase conversion chances
• Schedule and perform online demos with qualified customers
• Help to define processes that move the needle from reactive to proactive outreach
• Share insight with the Product team based on Basic customer feedback

• You have managed accounts previously, and are always looking for the best way to upsell accounts
• You enjoy demoing and selling to customers by understanding their pain points
• You are always looking to improve processes
• You’re curious and enjoy learning about different businesses and industries
• You’re calm under stress and not easily rattled
• You enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need to
• Bonus points for experience in B2B SaaS and/or Marketing Automation.
• Proven track record of quota and goal achievement.
• Excellent written and verbal communication skills are a must, as well as a professional and engaging phone presence.
• Ability to identify customer business needs in order to recommend relevant solutions
• Ability to prioritize responsibilities in a fast-paced and dynamic environment

• You’ve worked in a company doing account management and upselling
• You have managed contracts or annual negotiations
• You have a background in SaaS
• You have given demos and can speak to technology at a high level
• You have experience reading usage data, and can craft proposals based on customer usage
• Bonus points: You have created process automation

Our mission at Customer.io is to power automated communication that people like to receive. Today over 4,300 internet businesses use Customer.io to manage, send, and track the performance of email, SMS, and push notifications. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $80,000 USD + $20,000 Variable, depending on experience and subject to market rate adjustment.

• Unlimited PTO - we encourage 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 100% medical, dental, vision, and supplemental insurance for you and your dependents
• 12 weeks paid parental leave - for birth, adoption, or foster care
• 401k retirement matching - up to 5% dollar for dollar match to retirement contributions
• Health and wellness allowance - Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
• Home office stipend - Up to $2,000 USD to help you get your home office set up so you can do your best work
• Internet + cell phone reimbursement - Up to $200 USD per month for your internet and cell phone plans
• Co-working space reimbursement - Up to $300 USD per month for those times you'd prefer to work in a co-working environment
• Learning + development - Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops - anything that will help you develop your skills
• 1 month paid sabbatical after four years at Customer.io - to treat yourself to a vacation, or spend however you choose
• 1 annual company retreat per year and opportunities to meet in smaller groups throughout the year
• Flexible schedule, work anywhere you want! - as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

All final candidates will be asked to complete an employment and education verification authorization form (which allows us to verify your job history and education listed on your resume) 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.

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

Apply at the link below by Friday, September 30th at 5pm PST and tell us why you're interested in the position! In your cover letter, be sure to tell us where you would live if you could live anywhere in the world? We plan to respond to all applicants with a status update about your application.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter

2. 45-minute video call with the Hiring Manager

3. Take Home Assignment

4. Assignment Review Call with two potential team members

5. Final Interview