Customer Success Manager

Customer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for CSMs who are 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, has strong technical skills, and a previous background in email marketing or general strategic marketing solutions. We are very 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.

How You’ll Make a Difference

• Be passionate about your customers’ success and establish yourself as the trusted advisor for 45+ customers
• Devise success plans and recommend new products to help increase email revenue for all your customers through the Klaviyo platform, all in alignment with customers’ goals
• Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
• Work cross functionally across Onboarding, Customer Growth, and internally facing teams to solve for customer goals and create a great customer experience 
• Work to set priorities and establish a health plan for open problems and resolve issues in a timely manner
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
• Contribute feedback to Product on product improvements to enhance customer engagement.
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

Who You Are

• 2+ years of account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• Experience explaining how to reach key goals using software with end users
• A track record for creative problem solving for customers and end users.
• Experience in marketing or advising customers on marketing strategy.
• Comfortable discussing account renewals, and cancellations
• Thrives in a collaborative environment
• Excellent organizational and project management skills.
• Excellent communication skills via phone, video conference and email.
• Curious and eager to learn
• Able to adapt in a quickly changing environment
• Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
• Track record managing customer relationships through Salesforce or similar CRMs
• Experience using email marketing platforms and E-Commerce platforms a plus