Job description
Customer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently exceed customer expectations. We are looking for CSMs who are passionate about providing the best experience to customers who are scaling their businesses with Klaviyo.
This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in email marketing or general strategic marketing solutions. We are very 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.
How You’ll Make a Difference
- Be passionate about your customers’ success and establish yourself as the trusted advisor for ~20 customers
- Develop tailored success plans to drive adoption of the Klaviyo platform and ensure your customers achieve their goals
- Identify and recommend additional Klaviyo products to help increase revenue for your customers
- Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
- Work cross functionally across Onboarding, Customer Growth, and internally facing teams to solve for customer goals and create a great customer experience
- Work to set priorities and establish a plan for to resolve open issues in a timely manner
- Provide customers with a combination of both strategic guidance and tactical support
- Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
- Contribute feedback to Product on product improvements to enhance customer engagement.
- Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
Who You Are
- 2+ years of customer success 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
- A track record for creative problem solving for customers and end users.
- Experience in marketing or advising customers on marketing strategy.
- Comfortable discussing account renewals, upgrades, and 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
- Able to adapt in a quickly changing environment
- Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
- Track record managing customer relationships through Salesforce or similar CRMs
- Experience using email marketing platforms and E-Commerce platforms a plus
- You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
