Customer Success Manager, Klaviyo
Principal Team
$120-180k
Intelligent marketing automation powered by customer data
Open for applications
Intelligent marketing automation powered by customer data
1001+ employees
Open for applications
$120-180k
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
- 2+ years managing a Customer Success Team in a high-growth SaaS company
- Experience working with, or managing a team who works with high-value/Mid Market or Enterprise-level customers
- A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience
- Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus
- Experience handling escalated customer issues and building trust with team members and customers
- Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts
What the job involves
- As the Manager of Customer Success - Principal, you will lead a team of 8-10 Principal Customer Success Managers (CSMs) dedicated to supporting our MidMarket and Enterprise customers
- This role involves overseeing the recruitment, evaluation, training, and coaching of an experienced team in a dynamic and rapidly evolving environment
- Your primary focus will be to understand the unique challenges and needs of our MidMarket customers and drive the vision for their optimal customer experience
- You will collaborate closely with other Customer Success leaders to cultivate a team of highly successful Customer Success professionals
- Together, you will ensure the delivery of exceptional customer service to our rapidly growing global customer base
- As a key player in our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value
- Your performance will be measured by the team's ability to retain customers and maintain high levels of customer satisfaction
- Manage a team of 8-10 direct reports - recruit, interview, hire, and train new team members
- Serve as a coach and a leader, helping to develop the skills of your individual contributors so they can achieve their career goals and proactively (and collaboratively) remove obstacles
- Serve as a point of escalation for customer issues, resolving them in a manner that builds trust with customers and Klaviyo team members
- Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement
- Manage NPS and retention for your team, discovering trends to improve or capitalize on to improve customer outcomes
- Develop strong relationships with sales, onboarding, marketing, and product teams to understand MidMarket customer challenges and needs
- Be a leader within the company, exemplifying an excellent attitude that inspires others to do their best work
- Drive sustainable, long-term customer value by ensuring exceptional customer service and support
- Monitor and measure team performance based on customer retention and satisfaction metrics
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
Founders
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 & 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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