Associate 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 Associate Customer Success Manager will be part of a high-impact team focused on driving scalable growth, adoption, and retention for Klaviyo’s largest customer base through 1:many and 1:1 pooled engagement. With a data-driven prescriptive approach, you’ll provide key customers targeted support and leverage your expertise to drive success for customers at scale — impacting hundreds of emerging brands. 

Your role will focus on breaking into the Customer Success space, leveraging data and insights to guide customers through their journey with Klaviyo, through prescriptive opportunities to optimize healthy product usage, reduce friction, and accelerate cross-selling opportunities. You’ll work alongside your peers to execute strategies for reaching and engaging customers, using both 1:many and 1:1 communication to ensure customers are empowered to maximize the value of our platform.

The ideal candidate will have experience in customer facing engagements, email and SMS marketing, or consulting roles, with a demonstrated ability to analyze data and contribute to solutions that address customer needs at scale. We’re looking for an Associate CSM who thrives in dynamic, fast-paced environments, is passionate about learning and growing in customer success, and is eager to contribute to scalable customer success initiatives across a diverse and growing customer base. 1The Associate CSM will work closely with the broader At Scale team to support and scale customer success initiatives, identify areas for improvement, and contribute to the long-term success of our customers.

How You Will Make a Difference:

• Supporting customer success and growth throughout the customer lifecycle.
• Assisting with the management of a rapidly growing customer base while applying an ‘at-scale’ mentality alongside an account-centric approach.
• Helping to execute 1:1 and 1:many customer engagement strategies through email, live training, and prescriptive scaled outreach.
• Delivering actionable insights and recommendations to internal teams such as Sales, Support, and Product/Engineering.
• Utilizing tools like Gainsight’s Journey Orchestrator to translate data into proactive outreach that mitigates churn risk and supports customer growth.

Who You Are:

• 1+ years of customer-facing experience in supporting and nurturing relationships and solving problems.
• Strong analytical skills, including familiarity with Excel, Salesforce, Tableau, or similar software, and a willingness to develop expertise in turning data into insights.
• Enthusiastic about driving product adoption with a coachable and collaborative mindset.
• Strong organizational and project management skills, along with effective communication skills via phone, video conference, and email.
• Comfortable adapting in a dynamic, fast-paced environment.
• Curious and eager to learn about the industry and customer success.  

Nice To Have:

• Experience at high growth SaaS company
• Familiarity with managing customer relationships through Salesforce, Gainsight, or similar CRMs.
• Experience in a Scaled / 1:Many / Pooled Engagement Model
• Past Customer Facing Interactions
• Experience supporting customers in the ENTR/SMB segment 
• Experience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus

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.

The 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