Senior Customer Success Manager, Klaviyo
Major
£74.8-112.2k
1+ day a week in office
Intelligent marketing automation powered by customer data
Be an early applicant
Intelligent marketing automation powered by customer data
1001+ employees
Be an early applicant
£74.8-112.2k
1+ day a week in office
1001+ employees
Company mission
To give online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into long-term relationships—at scale.
Role
Who you are
- This is a great opportunity for someone with a passion for customer success, who has strong consultative and technical skills, and a previous background in e-commerce or marketing technology solutions
- We are particularly 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 customers using our software
- 2+ years of SaaS 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
- Able to adapt in a quickly changing environment
- Experience with: G-Suite, Gainsight, Salesforce or similar tools
- Experience using email marketing platforms and E-Commerce platforms a plus
What the job involves
- Customer Success Managers (CSMs) at Klaviyo are a critical part of the success of our customers
- Our mission is to exceed our customers expectations, and to help them grow. We are looking for CSMs for our London Office who are passionate about providing the best experience to our EMEA customers
- Be passionate about customer success and establish yourself as the trusted advisor for your customers
- Devise strategies to help increase email revenue for all your customers through the Klaviyo platform and create success plans to ensure Customer adoption
- Proactively review customer dashboards, address any open issues, and ensure consistent messaging and appropriate escalation
- Keep customers up to date on product releases and new features
- Contribute feedback to Product/Engineering on product improvements 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
Few candidates hear
back within 2 weeks
46% female employees
4% employee growth in 12 months
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.
- Free books policy - if you’re better off for having read it (or listened to it—audiobooks are covered too!) we’ll pay for it.
- Generous and flexible PTO policy
- Participation in Klaviyo ESPP
- 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
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 2023 over 75% of Klaviyos participated in a Klaviyo Resource Group
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