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 Difference:

• Facilitating 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 Are:

• 2+ years of customer-facing experience with a track record for building and nurturing relationships and problem solving
• Strong analytical skills, including experience with Excel, Salesforce, Tableau, or similar software, and experience turning data into insights to fuel your ideas
• Proven 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 email
• Able to adapt in a quickly changing environment
• Track record managing customer relationships through Salesforce, Gainsight or similar CRMs
• Experience developing training or educational content for a variety of audiences is a plus
• Self-starter who thrives in both collaborative and autonomous environments

Nice To Have:

• Experience at high growth SaaS company
• Past Customer Success title 
• Experience supporting customers in the SMB segment 
• Experience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus

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Please see the independent bias audit report covering our use of Covey here

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by sever