Principal Customer Success Manager, Klaviyo
SMB
£88-132k
+ Sales roles are also eligible for variable compensation
3 days a week in office
The only CRM built for B2C.
Job no longer available
The only CRM built for B2C.
1001+ employees
Job no longer available
£88-132k
+ Sales roles are also eligible for variable compensation
3 days a week in office
1001+ employees
Company mission
Klaviyo is the only CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
Role
Who you are
- Ideal candidates will have a strong background in CRM, Campaign Management, Data and Analytics, Digital, E-Commerce, or Marketing Technology Solutions
- 7+ years of experience working with SMB accounts with a track record for building and nurturing relationships with multiple stakeholders in an account
- An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics
- Familiarity with Marketing Automation technologies
- A proven track record of advising customers or executing marketing strategies
- Customer success or account management experience with a history of building and nurturing relationships with multiple stakeholders
- Experience explaining how to achieve key goals using software with end users
- A track record of creative problem-solving for customers and end users
- Comfortable discussing and supporting commercial conversations
- 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
- Adaptable to change and comfortable working in a fast-paced environment
- Experience with G-Suite, Gainsight, Salesforce, or similar tools
- Bonus if fluent in Spanish, French, or German
What the job involves
- This is an exciting opportunity for someone with a customer-first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast-paced environment
- Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo’s fastest-growing segment, our Small and Medium Businesses (Klaviyo’s largest and fastest growing customer segment)
- Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades
- Devise customized success plans based on customers' goals and challenges, holding customers accountable for driving action
- Compose strategies to increase email, SMS, and digital channel revenue for all 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 with Product/Engineering to enhance customer engagement
- Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion
Salary benchmarks
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 at Welcome to the Jungle
Insights
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.
- Participation in Klaviyo ESPP
- Personal lifestyle allowance
- Income protection of 50% of your salary for up to 5 years
- Professional coaching or wellness support through Modern Health
- Through Cyclescheme, you can purchase a bicycle and accessories, up to £2500, and make payments through salary sacrifice over a 12-month period.
- Financial wellbeing coaching via Bippit
- 28 days holiday
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
Leadership
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.
Diversity, Equity & 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 2024 over 75% of Klaviyos participated in a Klaviyo Resource Group
Share this job
View 187 more jobs at Klaviyo