Principal Customer Success Manager
Company: Klaviyo Inc.
Location: Los Angeles
Posted on: October 23, 2024
Job Description:
At Klaviyo, we value the unique backgrounds, experiences and
perspectives each Klaviyo (we call ourselves Klaviyos) brings to
our workplace each and every day. We believe everyone deserves a
fair shot at success and appreciate the experiences each person
brings beyond the traditional job requirements. If you're a close
but not exact match with the description, we hope you'll still
consider applying. Want to learn more about life at Klaviyo? Visit
careers.klaviyo.com to see how we empower creators to own their own
destiny.Customer Success Managers (CSMs) at Klaviyo are a critical
part of the success of our customers. Our mission is to exceed our
customers' expectations and to help them grow. We are looking for a
Principal CSM to provide proactive, high-touch strategic consulting
to our upper Mid-market customers. You will work closely with -25
customers and align with key stakeholders on challenges and
business goals to help set them up for long-term growth and success
with Klaviyo. You will meet biweekly with customers to drive
progress towards their goals, provide strategic recommendations and
analysis on recent campaigns, and become a trusted partner to your
customers. Your success will be measured on customer retention,
customer growth rate, and customer sentiment (NPS).This is a great
opportunity for an experienced CSM who has strong technical skills,
and a previous background in email marketing or working in
marketing strategy with upper Mid-market accounts. We are
particularly interested in individuals who have a track record of
finding creative solutions to unique problems, who thrive in
challenging situations and who want to apply these skills to solve
for customers using our software.How you will make a
difference:
- Create prescriptive and customized customer success plans based
on customer's goals & challenges, holding customers accountable to
driving action, and reporting impact to all levels within the
customer's organization.
- Use creative problem-solving to help customers reach their
business goals and maximize the value they are getting from
Klaviyo.
- Build strong relationships with customers and executives to
drive executive stakeholder alignment on both the customer and
Klaviyo side.
- Devise strategies to help increase email and SMS revenue for
all your customers through the Klaviyo platform while driving
growth and expansion for our largest accounts.
- Ensuring customer sentiment is strong, serving as an internal
advocate for your customers and leading cross-functional efforts to
solve for the customer.
- Proactively identify and execute on areas for new content,
program development or training to help drive customer success
globally.
- Collaboratively involve leadership across the business to drive
customer value and decrease churn.
- Contribute to a positive team environment of collaboration,
customer empathy, equality and inclusion.Who you are:
- 5+ years of mid-market or enterprise account management
experience with a track record for building and nurturing
relationships with multiple stakeholders on an account at a
time.
- Excellent program management skills, you are able to own
customer projects from scoping & planning through to implementation
and measuring success.
- You are a trusted advisor to your customers, able to assist in
prioritizing initiatives based on competing priorities and
resources. You can effectively push back and challenge customers,
and leverage data to reinforce your recommendations.
- You have a track record for creative problem-solving for
customers and end users.
- Excellent organizational and project management skills.
- Excellent communication skills via phone, video conference, and
email.
- Curious and eager to learn.
- You are adaptable to change and working in a fast-paced
environment.
- Experience managing customer relationships through Salesforce,
Gainsight or similar CRMs and experience using email marketing
platforms and E-Commerce platforms.The pay range for this role is
listed below. Sales roles are also eligible for variable
compensation and hourly non-exempt roles are eligible for overtime
in accordance with applicable law. This role is eligible for
benefits, including: medical, dental and vision coverage, health
savings accounts, flexible spending accounts, 401(k), flexible paid
time off and company-paid holidays and a culture of learning that
includes a learning allowance and access to a professional coaching
service for all employees.Base Pay Range For US Locations:$116,000
- $174,000 USDGet to Know KlaviyoWe're Klaviyo (pronounced
clay-vee-oh). We empower creators to own their destiny by making
first-party data accessible and actionable like never before. We
see limitless potential for the technology we're developing to
nurture personalized experiences in ecommerce and beyond. To reach
our goals, we need our own crew of remarkable creators-ambitious
and collaborative teammates who stay focused on our north star:
delighting our customers. If you're ready to do the best work of
your career, where you'll be welcomed as your whole self from day
one and supported with generous benefits, we hope you'll join
us.Klaviyo is committed to a policy of equal opportunity and
non-discrimination. We do not discriminate on the basis of race,
ethnicity, citizenship, national origin, color, religion or
religious creed, age, sex (including pregnancy), gender identity,
sexual orientation, physical or mental disability, veteran or
active military status, marital status, criminal record, genetics,
retaliation, sexual harassment or any other characteristic
protected by applicable law.IMPORTANT NOTICE: Our company takes the
security and privacy of job applicants very seriously. We will
never ask for payment, bank details, or personal financial
information as part of the application process. All our legitimate
job postings can be found on our official career site. Please be
cautious of job offers that come from non-company email addresses
(@klaviyo.com), instant messaging platforms, or unsolicited
calls.You can find our Job Applicant Privacy Notice here.
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Keywords: Klaviyo Inc., Rialto , Principal Customer Success Manager, Executive , Los Angeles, California
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