Senior Customer Success Manager

Who you are

You have a strong background in customer success with at least 5 years of experience in a similar role — you've successfully managed relationships with Mid-Market and Enterprise clients, ensuring their needs are met and exceeded. Your consultative skills are top-notch, allowing you to understand customer challenges and provide tailored solutions that drive success. You are well-versed in CRM systems and have a solid understanding of data and analytics, which you use to inform your strategies and decisions. Your experience in E-Commerce and Marketing Technology Solutions gives you a unique perspective on how to help customers leverage these tools effectively. You thrive in a hybrid working environment, balancing time in the office with remote work, and you are passionate about creating positive customer experiences.

Desirable

Experience with AI-driven solutions is a plus, as you will be expected to transform workflows and implement smarter systems. Familiarity with campaign management and digital marketing strategies will also enhance your ability to support customers effectively.

What you'll do

In this role, you will be the trusted advisor for Klaviyo’s Mid-Market and Enterprise businesses, driving positive Net Revenue Retention by mitigating churn risk and ensuring customer satisfaction. You will work closely with customers to understand their goals and challenges, providing insights and recommendations that help them achieve success with Klaviyo's platform. Your ability to creatively solve unique problems will be essential as you navigate the complexities of customer needs in a fast-paced environment. You will collaborate with cross-functional teams to ensure that customer feedback is integrated into product development and service enhancements. Additionally, you will track customer engagement metrics and use data to inform your strategies, ensuring that you are always aligned with customer expectations and business objectives.

What we offer

Klaviyo offers a dynamic work environment where you can thrive and grow your career. You will have the opportunity to work with a diverse team that values unique perspectives and experiences. We provide a supportive culture that encourages professional development and continuous learning. Our hybrid work model allows for flexibility, ensuring you can balance your professional and personal life effectively. Join us in our mission to empower creators and help them own their destiny through innovative solutions.