Customer Success Managers (CSMs) at Klaviyo are a critical part of the success of our customers. Our mission is to exceed our customers expectations, and to help them grow. We are looking for CSMs for our London Office who are passionate about providing the best experience to our EMEA customers.

This is an exciting opportunity for someone with a passion for customer success, who has strong consultative and technical skills, and a background in e-commerce or marketing technology solutions. 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 for customers using our software.

How you will make a difference:

• Be passionate about customer success and establish yourself as the trusted advisor for your roughly 80 customers within Klaviyo’s Core segment
• Drive positive Net Revenue Retention by mitigating churn risk, and identifying opportunities for customer expansion and upgrades
• Devise customized success plans on customers goals & challenges, holding customers accountable to driving action
• Compose strategies to help increase email and sms revenue for all your customers through the Klaviyo platform while driving growth and expansion 
• Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
• Keep customers up to date on product releases and new features.
• Share feedback to Product/Engineering 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 customer success or 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
• Experience in marketing technology and advising customers on marketing strategy.
• A track record for creative problem solving for customers and end users.
• Comfortable discussing renewals, mitigating churn risk & 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
• You are adaptable to change and working in a fast paced environment
• Experience with: G-Suite, Gainsight, Salesforce or similar tools
• Experience using email marketing platforms and E-Commerce platforms a plus
• Fluent in Spanish (written & verbal)

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