Customer Success Manager, At Scale

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.The Customer Success Manager will join a team focused on nurturing the growth and retention and success of Klaviyo’s SMB customers.You thrive on data. Supporting a customer base of hundreds of emerging eCommerce brands, you’ll identify segments that need support and development, and work with the team to drive adoption and success for those customers at scale.We are looking for a CSM that is passionate about providing the best experience to customers who are scaling their businesses with Klaviyo. This is a great opportunity for someone with a passion for customer success and aptitude for learning new technology. Ideal candidates will have a previous background in eCommerce/email marketing, Customer Success, or serving as a trusted advisor for your customers. We are interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software at scale.The CSM is responsible for coaching a wide variety of customers throughout the customer journey through a multitude of methods: communicating thoughtfully via 1:many or 1:1 interactions is critical to drive strong product adoption, eliminate friction for our user base, and to drive a long lasting relationship with our customers.How You Will Make a DifferenceFacilitating customer success and growth throughout the customer lifecycle.Supporting a rapidly growing customer base while balancing an ‘at-scale’ mentality with a customer-centric approach is crucial for the success of the CSM.Research and develop 1:1 and 1:many customer engagement strategies through email, live training and proactive scaled at-risk outreach.Deliver actionable insights and strategic recommendations cross functionally to Sales, Support, and Product/Engineering teams.Utilizing Gainsight’s Journey Orchestrator, action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.Who You Are2+ years of customer-facing experience with a track record for building and nurturing relationships and problem solvingStrong analytical skills, including experience with Excel, Salesforce, Tableau, or similar software, and experience turning data into insights to fuel your ideasProven track record in driving product adoption through with a coach’s mentality.Excellent organizational, project management skills and communication skills via phone, video conference and emailAble to adapt in a quickly changing environmentTrack record managing customer relationships through Salesforce, Gainsight or similar CRMsExperience developing training or educational content for a variety of audiences is a plusSelf-starter who thrives in both collaborative and autonomous environmentsNice To HaveExperience at high growth SaaS companyPast Customer Success titleExperience supporting customers in the SMB segmentExperience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus#md1 #hybrid #bostonThe pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.Pay Range For US Locations:$84,000—$126,000 USDGet to Know KlaviyoWe’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.You can find our Job Applicant Privacy Notice here.#J-18808-Ljbffr