INACTIVE
Full-Time
Manager – Customer Success at Scale
US Hub
Posted on 3/11/2023
Unified marketing automation for personalized communication
Consumer Software
Mid
Dorchester, Boston, MA, USA
Required Skills
Sales
Zendesk
Tableau
Salesforce
Marketing
Data Analysis
Requirements
- 4+ years experience as a Manager in a Customer Success Team for a high growth SaaS company
- Operationally focused with experience project managing cross functional projects to drive key outcomes
- A Culture Curator with a passion to build a strong team environment build around inclusivity, collaboration and learning
- A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience
- Highly data-driven and self-motivated, eager to learn and thrive in a collaborative environment
- Passionate about creative problem solving for customers and internal teams
- Handling escalation issues and building trust with team members and customers
- Delivering strategic recommendations to customers to improve their product adoption and/or marketing at scale
- Responsible for measuring efficacy of team output related to customer success outcomes
- Ideally experience leveraging tooling like Gainsight, Salesforce, Zendesk, Tableau to manage the operations of your team
Responsibilities
- Manage a team of 8-10 direct reports. Recruit, interview, hire, and train additional new team members
- Work cross-functionally, developing close relationships with sales, onboarding, marketing and product to understand customer challenges and needs and proactively surface opportunities for improvements to the customer experience
- Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals
- Supporting and advising team members in their day to day responsibilities including driving customer outcomes through customer strategy calls and proactive reach-out
- Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both customers and Klaviyo team members
- Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement
- Be a leader in the company, with an excellent attitude that inspires others to do their best work
- Proactively (and collaboratively) remove roadblocks getting in the way of others
- Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes
Desired Qualifications
- Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus
Klaviyo provides a unified marketing automation platform for personalized email, SMS, and push notifications, leveraging advanced segmentation, behavior-based automation, AI-driven optimization, and targeted list growth tools, supported by over 300 tech integrations.
Company Stage
IPO
Total Funding
$1.5B
Headquarters
Boston, Massachusetts
Founded
2012
Growth & Insights
Headcount
6 month growth
↑ 15%1 year growth
↑ 33%2 year growth
↑ 56%INACTIVE