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Customer Success Manager

4 weeks ago

Dublin, Ireland Klaviyo Inc. Full time

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.

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.

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.

How You Will Make a Difference:

- 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.

Who You Are:

- 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

Nice To Have:

- Experience at high growth SaaS company
- Experience in a Scaled / 1:Many / Pooled Engagement Model
- Past Customer Success / Account Management title
- Experience supporting customers in the ENTR/SMB segment
- Experience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus

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