Director of Renewals Management, Klaviyo
$156.8-235.2k
This role is eligible for variable compensation
1+ day a week in office
Intelligent marketing automation powered by customer data
Posted today
Intelligent marketing automation powered by customer data
1001+ employees
Posted today
$156.8-235.2k
This role is eligible for variable compensation
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
- Bachelor's degree in Business, or a related field
- 12+ years of experience in customer success, account management, or a similar role, with at least 3-5 years in a leadership capacity
- Proven track record of success in driving customer retention and revenue growth
- Strong leadership, coaching, and team-building skills
- Excellent communication, negotiation, and interpersonal skills
- Strategic thinker with strong analytical and problem-solving abilities
- Experience with Salesforce or similar CRM software
What the job involves
- The Director, Renewals Management is a key leadership role responsible for overseeing and optimizing the renewal process for the company's contracts
- This role is pivotal in driving customer retention, fostering revenue growth, and enhancing overall customer satisfaction
- The Director will lead a team of renewal specialists and collaborate cross-functionally to achieve these goals
- This is a build role, you will be responsible for creating the function, working with the teams across Ops/Systems, Sales, and Customer success to set the strategy for the team, build the foundational elements and scale the team and the motion during the year
- This role will manage a team of Renewal Specialists, in addition to driving key leadership initiatives against our customer retention strategy
- Customer Retention: Develop and implement strategies to maximize customer retention rates and minimize churn
- Contract Renewals: Oversee the renewal process to ensure timely and successful contract renewals
- Revenue Growth: Drive revenue growth through renewals and identify opportunities for expansion within existing accounts
- Customer Experience: Collaborate with Customer Success and other departments to address customer concerns and continuously improve the customer experience
- Cross-Functional Collaboration: Work closely with Sales, Support, and Product teams to align on customer needs and ensure a seamless renewal experience
- Risk Management: Proactively identify and mitigate renewal risks while capitalizing on expansion opportunities
- Process Improvement: Continuously refine and optimize renewal processes, policies, and playbooks to enhance efficiency and effectiveness
- Negotiation: Provide guidance and support to the team on complex contract negotiations
- Team Leadership: Lead, mentor, and develop a high-performing team of renewal specialists
- Performance Management: Set and track key performance indicators (KPIs) for the team, such as gross retention, on-time renewals, and customer satisfaction
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
Some 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
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.
Salary benchmarks
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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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