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Customer Success Manager

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Klaviyo

8d ago

  • Job
    Full-time
    Junior (1-2 years) - Mid-level (3-4 years)
  • Customer Relations
    Sales & Business Development
  • £56K - £84K
  • London

AI generated summary

  • You need 2+ years of customer success or account management experience, marketing tech knowledge, strong communication skills, and adaptability to join our team. Bonus if you're fluent in Spanish, French, or German.
  • You will drive customer success by building relationships with 80 core customers, creating customized success plans, increasing revenue through the Klaviyo platform, reviewing performance, and collaborating with the team for product enhancements.

Requirements

  • 2+ years of customer success or account management 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
  • Experience in marketing technology and advising customers on marketing strategy.
  • A track record for creative problem solving for customers and end users.
  • Comfortable discussing renewals, mitigating churn risk & 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
  • You are adaptable to change and working in a fast paced environment
  • Experience with: G-Suite, Gainsight, Salesforce or similar tools
  • Experience using email marketing platforms and E-Commerce platforms a plus
  • Bonus if fluent in either Spanish, French or German

Responsibilities

  • Be passionate about customer success and establish yourself as the trusted advisor for your roughly 80 customers within Klaviyo’s Core segment
  • Drive positive Net Revenue Retention by mitigating churn risk, and identifying opportunities for customer expansion and upgrades
  • Devise customized success plans on customers goals & challenges, holding customers accountable to driving action
  • Compose strategies to help increase email and sms revenue for all your customers through the Klaviyo platform while driving growth and expansion
  • Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
  • Keep customers up to date on product releases and new features.
  • Share feedback to Product/Engineering on product improvements to enhance customer engagement.
  • Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

FAQs

What skills are important for a Customer Success Manager in this role?

Strong consultative and technical skills, a background in e-commerce or marketing technology solutions, and the ability to find creative solutions to unique problems are all important for this role.

What type of individuals are you looking for to fill this position?

We are looking for individuals who have a passion for customer success, thrive in challenging situations, and have a track record of finding creative solutions for customers using our software.

What makes this job opportunity exciting?

This job is exciting because it allows individuals with a passion for customer success to apply their skills and find creative solutions for customers using our software.

What kind of challenges can a Customer Success Manager expect to face in this role?

A Customer Success Manager can expect to face challenges in finding creative solutions to unique problems and delivering exceptional customer service using our software.

Klaviyo is a unified customer platform for email, SMS, and more. Own your consumer data and interactions. #Klaviyo

Marketing & Advertising
Industry
1001-5000
Employees
2012
Founded Year

Mission & Purpose

Klaviyo is a marketing automation platform that specializes in email and SMS marketing for e-commerce businesses. Their ultimate mission is to help businesses of all sizes grow by enabling them to create personalised and targeted marketing campaigns, build stronger customer relationships, and drive sales. Klaviyo's purpose is to empower e-commerce brands with the tools and insights they need to thrive in the digital marketplace, providing them with the means to deliver relevant and engaging marketing messages to their customers and drive business success.

Culture & Values

  • Customer first

    We always put our customers first. Klaviyos start with the customer and work backward. We create products that solve legitimate customer problems, always doing what's best for our customers and their customers. We work hard to earn and keep each customer's trust through products and experiences that improve their lives and speed up their paths to success.

  • Always learning

    We are always learning. “We surround ourselves with people that are intensely curious and energized by learning. I know many Klaviyos who have attended Udemy courses, coding academies, conferences, and university classes to better themselves and I know others that have independently launched internal trainings and mentoring programs to help teach others. It helps that we have a free book policy and generous learning stipend but what makes Klaviyo really special is the culture of putting this into action.” - Mike Parker, Sr. Director, Solution Architecture Klaviyos have a constant desire to learn and a powerful drive to “figure things out.” We’re high-slope and have a relentless curiosity that allows us to uncover and solve the world’s hardest problems. As individuals, we’re knowledgeable about many things, not just one. And when we don’t know something, we’re expected to learn and become an expert for others.

  • Equitable world

    We strive to make the world more equitable. “Klaviyos come from all over the world, and have all kinds of backgrounds. We have a number of employee-organized groups called KRGs that celebrate our different backgrounds, identities, and values. Because wherever you're from, you belong here.” - Hansen Liang, Senior Product Manager Klaviyos believe that everyone deserves a fair shot at success. We treat people both inside and outside of Klaviyo with equity, respect, honesty, and kindness. We strive to build a diverse company, and prioritize the inclusion of varied opinions and experiences throughout Klaviyo. We aren't afraid to speak out when we see injustice. We create products and programs that can provide everyone, everywhere with tools for ownership and success.

  • Collaborate radically

    We collaborate radically. Klaviyos are what we create together. We are humble, transparent, and on a lifelong journey to become better humans together. We express strong opinions with kindness and proactively seek feedback. We listen, share, encourage, and trust each other. We’re quick to admit when we’re wrong, and even quicker to help one another win. No task is below us—we’re as willing to ship packages as we are to set strategy. Our strict “no brilliant jerks” policy helps us recruit, hire, and retain exceptional collaborators.

  • Ambitious

    We are ambitious. “Klaviyos dream big and are passionate. We don't back down from challenging problems. We don't fear failing. We strive to succeed and build success for those around us. We don't limit our thinking to "what we've always done." We are builders and we create opportunities.” - Daniel Kezerashvili, Engineer Manager II Klaviyos don't limit themselves to the tools and solutions of today. We dream big and aim to solve the hardest of problems, problems that pull future technology into today. All of us are inventors and entrepreneurs, and together we create the best solutions for customers, even when that means tackling tough obstacles. Experimentation, failure, fast iteration, and big wins are all valued equally in our culture of problem-solving.

  • Remarkable

    We are remarkable. “I am always impressed by the unique skills and talents held by people at Klaviyo and the drive Klaviyos possess to go above and beyond. By bringing their best to work everyday in meaningful and noticeable ways, Klaviyos inspire others to do the same.” - Evan Eisert, Group Product Manager Klaviyos deliver work that is deemed “remarkable” by our peers, our customers, and the market. We start by focusing on quality of work, then learn how to do it faster, frugally, and more efficiently. We are meticulous in each action we take as individuals and as teams. We are rigorous, prepared, and high-performance. We know the “why” behind each problem and goal, and we stay close to the decisions we make to ensure the most remarkable outcome.