As a Manager of Customer Success you will manage a team of 8-10 CSMs who support our SMB customers. You will be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of new and established CSM's in a fast-paced and rapidly changing environment. As Klaviyo continues to grow we will be focusing on scaling the SMB CSM team, you’ll be responsible for understanding SMB customer challenges and needs and driving the vision for our SMB customer experience as we continue to drive efficiencies for our teams.
You will report to the Senior Manager of CSM and will work closely with the other CSM Managers to help build a team of highly successful Customer Success professionals who are able to execute exceptional customer service to our rapidly growing customer base worldwide. As part of our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value and measured on our team’s customer retention and customer satisfaction
How You’ll Make a Difference
- 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 are able to achieve their career goals and proactively (and collaboratively) remove potholes getting in the way of others
- Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both 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.
- Work cross-functionally, developing close relationships with sales, onboarding, marketing and product to understand the SMB customer challenges and needs and proactively surface opportunities for improvements to the SMB customer experience
- Be a leader in the company, with an excellent attitude that inspires others to do their best work
Who You Are
- 2+ years managing a Customer Success Team in a high growth SaaS company
- A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
- Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus.
- Handling escalation issues and building trust with team members and customers.
- Delivering strategic recommendations to customers to improve their product adoption and/or marketing.
At Klaviyo we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying.
Get to Know Klaviyo
Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.
Klaviyo is committed to diversity and to a policy of equal employment opportunity and non-discrimination. We do not discriminate on the basis of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected by applicable law.