Partner Success Manager

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.

Partner Success Managers (PSMs) at Klaviyo are a critical part of the success of partners and our shared customers. Our mission is to exceed our customers expectations and to help them grow. We are looking for a PSM to provide proactive, prescriptive and reactive support to Agencies with a strategic approach to our Klaviyo Partners. You will work closely with agency partner team members and align with key stakeholders on challenges and business goals to help set them up for long-term growth and success within our partner program. You will meet frequently with these partner organizations, 1:1 and group sessions,  to drive progress towards their customer goals, provide strategic recommendations and analysis on recent strategies and become a trusted resource to your partners. Your success will be measured on the final impact your work has on our Customer base: customer retention (churn mitigation) & customer growth (product adoption and expansion), where leading indicators will show agency health (enablement, NPS, certification, and others).

This is a great opportunity for an experienced candidate who has a good balance of technical skills and business development experience and a background in martech or working in marketing strategy with a diverse book of partners. We are particularly 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 problems for both partners and customers using our software. In addition, you proactively contribute across the organization through collaboration.

How you will make a difference:

• Create prescriptive and customized customer success plans based on customers goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customers organization
• Use creative problem solving to help partner and customers reach their business goals and maximize the value they are getting from Klaviyo
• Build strong relationships with partners to drive executive stakeholder alignment on both the customer and Klaviyo side
• Leverage At Scale motions to deliver value and impact to large groups of partners
• Devise strategies to help increase email, sms, analytics, reviews, revenue for all shared customers through the Klaviyo platform while driving growth and expansion for our largest accounts
• Ensuring partner and customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer
• Proactively Identify and execute on areas for new content, program development or training to help drive partner success globally.
• Collaboratively involve leadership across the business to drive customer value and decrease churn
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion
• Act as a thought leader and trusted advisor amongst internal and external teams through collaborative efforts.

Who you are:

• 3+ years of partner management or enterprise account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time
• Excellent program management skills, you are able to own customer projects from scoping & planning through to implementation and measuring success 
• You are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendations
• You have a a track record for creative problem solving for customers and end users
• Excellent organizational and project management skills
• Excellent communication skills via phone, video conference, email and live
• Curious and eager to learn
• You are adaptable to change and working in a fast paced environment
• Experience managing customer relationships through Salesforce, Gainsight or similar CRMs and experience using email marketing platforms and E-Commerce platforms

Massachusetts Applicants: It is unlawful