Customer Success Team Lead (Commercial) (app deadline 1/28)

Who you are

You have a proven track record in customer success management, ideally with experience in leading teams and driving customer satisfaction. You understand the importance of consultative partnerships and have a deep knowledge of the platform to help customers achieve their goals. You are a mentor at heart, eager to share your expertise and guide new team members through complex scenarios. Your leadership style is collaborative, and you thrive in environments where you can foster growth and development within your team.

You are detail-oriented and have a knack for improving processes, ensuring that documentation is accurate and accessible for all team members. You are comfortable analyzing customer feedback and satisfaction scores, using this data to inform your strategies and initiatives. You believe in the power of teamwork and are committed to creating a supportive and high-performing environment for your colleagues.

Desirable

Experience in a technical customer success role is a plus, as is familiarity with customer relationship management tools. You may have a background in a related field, such as sales or account management, which gives you a unique perspective on customer needs and expectations. A passion for technology and a desire to help others succeed are essential traits that will help you excel in this role.

What you'll do

As the Customer Success Team Lead at Klaviyo, you will manage a portfolio of customer accounts, focusing on driving adoption, retention, and growth through consultative partnerships. You will maintain high customer satisfaction scores and ensure strong retention rates within your portfolio. Your role will involve balancing customer relationship management with providing leadership and operational support to the broader Customer Success team.

You will serve as a senior technical resource and mentor for the Customer Success team, guiding them through complex customer scenarios and helping them develop their skills. You will lead initiatives to improve documentation, ensuring that the internal knowledge base remains current and accessible. Additionally, you will join customer calls, conduct call listening sessions, and provide regular feedback to your team to enhance their performance.

Collaboration with other Team Leads will be essential as you coordinate efforts to improve customer success strategies and share best practices across the organization. You will play a key role in fostering a culture of continuous improvement and learning within the team, ensuring that everyone is equipped to deliver exceptional service to our customers.

What we offer

Klaviyo offers a supportive work environment where you can thrive and grow in your career. We value diversity and believe that different perspectives lead to better outcomes. You will have the opportunity to work with a talented team that is dedicated to empowering creators and helping them succeed. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every individual.

We provide competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us at Klaviyo and be part of a mission-driven company that is making a difference in the lives of our customers.