Customer Success Manager, Klaviyo
$72-108k
Our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles and equity
3+ days a week in office
The B2C CRM
Be an early applicant
$72-108k
Our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles and equity
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
- 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
- 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
What the job involves
- 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
- 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
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
Meet the team
2 people
Blake Schuller, Manager of New Hire Onboarding
Our mission
Base Camp provides a best in class onboarding program, fueled by 'just in time' learning throughout a new hires' first 100 days.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..."
Company benefits
- Private medical insurance
- Medical
- Dental
- Vision
- Lifestyle spending account
- Commuter benefits
- Modern Health - wellness platform
- Parental leave
- Company equity
- Employee stock purchase plan
- Blue Cross Blue Shield of Massachusetts
- Dental insurance
- Vision coverage through EyeMed
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Employee assistance program (EAP)
- 401(k) plan with company match
- Flexible paid time off (FPTO)
- 13 company holidays
- Paid parental bonding leave
Company values
- Put customers first: We prioritize our customers > customers’ customers > team > ourselves. We empathize deeply with our customers by walking in their shoes and solving their greatest pain points. We start with what’s best for the customer, not what’s best for us, and work backwards, delivering experiences our customers will talk about.
- Win together: We’re one team, we get to know each other, we’re okay with conflict and willing to disagree and commit. We are honest, direct, transparent, and respectful. We seek and incorporate diverse perspectives and assume good intent.
- We’re 1% done: We’re just getting started – our greatest products, work, and achievements are in front of us. We have a beginner’s mindset – we see the opportunities to build and improve and have the ambition to go after them. We benchmark against the best, aim to beat them, and celebrate when we do.
- Know the score: We’re clear about what success is for each project and how it ladders to our overall success. Results are what matter. Working hard is required, but it’s not success. We use data and past performance to motivate our future strategy.
- Be meticulous in your craft: We seek to do work so good that people rave about it. We are rigorous, thorough and prepared. We are or expect to be the experts everyone in the world turns to.
- Move fast, no shortcuts: Speed matters. We set ambitious deadlines, we like short cycles and being first to market. We don’t skip critical steps or requirements to make a date. We’re comfortable living in the grey and making judgment calls to decide what’s required and what’s not.
- Drivers wanted: No passengers — we’re proactive and engaged, and if we see something wrong it’s our responsibility to fix it or raise the issue to its owner. Have a vision and make sure it’s compelling. No job is beneath us. If it needs to get done, we’re happy to pick it up. We use and spend resources like they’re our own.
- Stay hungry, stay humble: We are insatiably curious learners; our slopes are very high. If we don’t know something, we’re world- class at figuring it out. We take calculated risks and sometimes make mistakes — we’re not perfect. When we fail, we learn from it and improve going forward. Feedback is a gift, even if it hurts sometimes. We don’t tolerate brilliant jerks.
Company HQ
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.
Salary benchmarks
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