Customer Success Manager, Klaviyo

• Ideal candidates will bring experience in email and SMS marketing, customer success, or consulting roles, with a proven ability to use data to craft solutions that address customer needs at scale within a pooled model
• We're looking for a CSM who thrives in dynamic, fast-paced environments, is passionate about driving measurable impact, and excels at scaling customer success efforts across a diverse and growing customer base
• 2+ years of customer-facing experience with a track record for building and nurturing relationships and problem solving
• Experience supporting customers in business German
• Strong analytical skills, including experience with Excel, Salesforce, Tableau, or similar software, and experience turning data into insights to fuel your ideas
• Business savvy with consultative, problem solving, and issue resolution skills
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
• It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
• Proven track record in driving product adoption with a coach’s mentality
• Excellent organizational, project management skills and communication skills via phone, video conference and email
• Able to adapt in a quickly changing environment
• Track record managing customer relationships through Salesforce, Gainsight or similar CRMs
• Experience developing training or educational content for a variety of audiences is a plus
• Self-starter who thrives in both collaborative and autonomous environments

Desirable

• The Customer Success Manager will be part of a high-impact, global, team focused on driving scalable growth, adoption, and retention for Klaviyo’s largest customer base through 1:many and 1:1 pooled engagement
• With a data-driven prescriptive approach, you’ll provide key customers targeted support and leverage your expertise to drive success for customers at scale — impacting hundreds of emerging brands
• Your role will focus on leveraging data and insights to guide customers through their journey with Klaviyo, through prescriptive opportunities to optimize healthy product usage, reduce friction, and accelerate cross-selling opportunities
• You’ll proactively execute strategies for reaching and engaging customers, using both 1:many and 1:1 communication to ensure customers are empowered to maximize the value of our platform
• The CSM will be responsible for shaping and scaling customer success initiatives, continuously identifying friction points, and collaborating with the global At Scale team to drive long-term, sustainable success for customers
• Facilitating customer success and growth throughout the customer lifecycle
• Supporting a rapidly growing customer base while balancing an ‘at-scale’ mentality with an account-centric approach is crucial for the success of the CSM
• Research and develop 1:1 and 1:many customer engagement strategies through email, live training and prescriptive scaled outreach
• Deliver actionable insights and strategic recommendations cross functionally to Sales, Support, and Product/Engineering teams
• Utilizing Gainsight’s Journey Orchestrator, action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth