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Customer Success Manager, At Scale - Job Description
The Customer Success Manager will be part of a high-impact team focused on driving scalable growth, adoption and retention for one of Klaviyo's largest customer groups through 1:many and 1:1 pooled engagement.
With a data-driven prescriptive approach, you'll provide key customers targeted support and leverage your expertise to drive success for customers at scale - impacting hundreds of emerging brands.
We are looking for a CSM that is passionate about providing the best experience to customers who are scaling their businesses with Klaviyo. This is a great opportunity for someone with a clear passion for customer success and aptitude for learning new technology.
The ideal candidate will have a previous background in eCommerce, Digital Marketing, Customer Success, or serving as a trusted advisor for your customers. We are 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 our customers using our software at scale.
The CSM is responsible for coaching a wide variety of customers throughout the customer journey through a multitude of methods: communicating thoughtfully via 1:many or 1:1 interactions is critical to drive strong product adoption, eliminate friction for our user base, and to drive a long lasting relationship with our customers.
How You Will Make a Difference:
- Facilitating customer success and growth throughout the customer lifecycle.
- Managing a rapidly growing customer base while balancing an 'at-scale' mentality with a customer-centric approach.
- Research and develop 1:1 and 1:many customer engagement strategies through email, live training and prescriptive scaled outreach.
- Deliver actionable insights and strategic recommendations cross functionally to Sales, Support, and Product/Engineering teams.
- Utilizing Gainsight's Journey Orchestrator, action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.
Who You Are:
- 2+ years of customer-facing experience with a track record for building and nurturing relationships and problem solving.
- Strong analytical skills, including familiarity with Gong, Tableau, or similar software, and a willingness to develop expertise in turning data into insights.
- Proven track record in driving product adoption with a coach's mentality.
- Excellent organizational, project management skills and communication skills through 1:1 calls, webinars, and email correspondence.
- Able to adapt in a quickly changing environment.
- Track record managing customer relationships through Salesforce, Gainsight or similar CRMs
- Experience developing training or educational content for a variety of audiences is a plus
- Self-starter who thrives in both collaborative and autonomous environments
Nice To Have:
- Experience at high growth SaaS company
- Past Customer Success title
- Experience supporting customers in the 1:many realm
- Experience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus
The pay range for this role is listed below. Sales roles are also eligible for variable compensation. This role is also eligible for competitive benefits and perquisites, subject to company policy and applicable law
Base Pay Range in Local Currency:
$96,000 - $144,000 AUD
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
