Manager of Customer Success
As the Manager of Customer Success at Klaviyo, you will lead a team of 8-10 Customer Success Managers (CSMs) dedicated to supporting our customers. This role involves overseeing the recruitment, evaluation, training, and coaching of an experienced team in a dynamic and rapidly evolving environment. Your primary focus will be to understand the unique challenges and needs of our managed customers and drive the vision for their optimal customer experience.
You will collaborate closely with other Customer Success leaders to cultivate a team of highly successful Customer Success professionals. Together, you will ensure the delivery of exceptional customer service to our rapidly growing global customer base. As a key player in our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value. Your performance will be measured by the team's ability to retain customers and maintain high levels of customer satisfaction.
Key responsibilities include managing a team of 8-10 direct reports by recruiting, interviewing, hiring, and training new team members. You will serve as a coach and leader, helping to develop the skills of your individual contributors so they can achieve their career goals and proactively remove obstacles. Additionally, you will serve as a point of escalation for customer issues, resolving them in a manner that builds trust with customers and Klaviyo team members. Managing day-to-day operations, forecasting, data analysis, goal setting, career development, performance management, and process improvement are also integral parts of this role.
The ideal candidate will have at least 2 years of experience managing a Customer Success Team in a high-growth SaaS company. Experience working with, or managing a team who works with high-value customers is essential. A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience is highly valued. Experience in marketing or advising customers on marketing strategy is preferred, with SaaS MarTech experience being a plus. Additionally, experience handling escalated customer issues and building trust with team members and customers is crucial. Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts is also required.
Klaviyo offers a competitive base salary for this position, determined by several factors including the applicant’s job-related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards to find out more about our Total Rewards package.