Customer Success Team Lead (Commercial) (app deadline 1/28)

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.

About the Role

We're seeking to promote an experienced Customer Success Manager to the role of Team Lead, a dynamic player-coach position. In this role, you'll balance managing customer relationships while providing leadership and operational support to the broader Customer Success team.

 

How You’ll Make a Difference 

 

Customer Success Management (50%)

• Manage a portfolio of customer accounts, driving adoption, retention, and growth through consultative partnership and deep platform expertise. Maintain high customer satisfaction scores and strong retention rates within your portfolio.

 

Team Leadership (50%)

• Serve as a senior technical resource and mentor for the Customer Success team, providing guidance on complex customer scenarios.
• Lead documentation improvement initiatives, ensuring our internal knowledge base remains current, accurate, and accessible.
• Act as mentor/buddy for new Klaviyos, providing training and hands-on guidance.
• Join calls, and conduct call listening on Gong and share feedback on a regular basis.
• Together with other Team Leads, coordinate learning sessions for CSMs, e.g. account audits and office hours.
• Provide leadership coverage during manager absences, ensuring continuous team support and operational efficiency.

 

Who You Are

 

Required Experience

• 1+ years of CSM experience at Klaviyo
• Expert-level Klaviyo product knowledge
• Strong project management skills with ability to juggle multiple priorities

 

Preferred Skills

• 1+ year of team leadership, mentorship, or management experience
• Previous experience in a player-coach role
• Strong presentation and facilitation skills

 

What Makes You Successful

 

• Natural ability to balance individual contributor work with leadership responsibilities
• Excellence in building relationships across all levels of an organization
• Strong written and verbal communication skills
• Solutions-oriented and ability to thrive in an environment of change
• Passion for mentoring and developing others
• Detail-oriented with strong organizational skills
• Ability to foster high team morale while modeling positivity and optimism

 

Assigned Tasks

 

• Call coaching 
• Bi weekly 1:1s in manager’s absence (i.e. any extended leave), and supporting the team in day to day 
• External customer-facing lead (escalations where appropriate, events & internal point person, sharing CCPs and updates with team internally)
• Assignment of initiatives and support in driving initiatives forward
• Supporting culture within the team

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

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 several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on pa