Principal Customer Success Manager, Klaviyo
$116-174k
1+ day a week in office
Intelligent marketing automation powered by customer data
Open for applications
Intelligent marketing automation powered by customer data
1001+ employees
Open for applications
$116-174k
1+ day a week in office
1001+ employees
Company mission
To give online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into long-term relationships—at scale.
Role
Who you are
- This is a great opportunity for an experienced CSM who has strong technical skills, and a previous background in email marketing or working in marketing strategy with upper Mid-market accounts
- We are particularly interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and who want to apply these skills to solve for customers using our software
- 5+ years of mid-market 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, and email
- 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
What the job involves
- 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 a Principal CSM to provide proactive, high-touch strategic consulting to our upper Mid-market customers
- You will work closely with ~25 customers and align with key stakeholders on challenges and business goals to help set them up for long-term growth and success with Klaviyo
- You will meet biweekly with customers to drive progress towards their goals, provide strategic recommendations and analysis on recent campaigns, and become a trusted partner to your customers
- Your success will be measured on customer retention, customer growth rate, and customer sentiment (NPS)
- Create prescriptive and customized customer success plans based on customer's goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customer's organization
- Use creative problem-solving to help customers reach their business goals and maximize the value they are getting from Klaviyo
- Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Klaviyo side
- Devise strategies to help increase email and SMS revenue for all your customers through the Klaviyo platform while driving growth and expansion for our largest accounts
- Ensuring 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 customer 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
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
46% female employees
4% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Funding (last 2 of 6 rounds)
Aug 2022
$100m
LATE VC
May 2021
$320m
SERIES D
Total funding: $778.5m
Company benefits
- Private health care cover
- All full time employees receive equity
- Commuting allowance for when you do travel to the office,
- A very generous education allowance every year for you to spend on learning and development.
- Free books policy - if you’re better off for having read it (or listened to it—audiobooks are covered too!) we’ll pay for it.
- Generous and flexible PTO policy
- Participation in Klaviyo ESPP
Company values
- We always put our customers first.
- We are owners.
- We strive to make the world more equitable.
- We are ambitious.
- We are always learning.
- We collaborate radically.
- We are remarkable.
Company HQ
Financial District, Boston, MA
Articles
Leadership
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Klaviyo
Katelyn Nnake (Director of Diversity, Equity & Inclusion)
- At Klaviyo one of our key values is "we strive to make the world more equitable"
- In 2023 over 75% of Klaviyos participated in a Klaviyo Resource Group
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