Manager of Customer Success

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 youre a close but not exact match with the description we hope youll still consider applying. Want to learn more about life at Klaviyo Visit see how we empower creators to own their own destiny.

As the Manager of Customer Success - 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 teams ability to retain customers and maintain high levels of customer satisfaction.

How Youll Make a Difference:

• Manage a team of 8-10 direct reports - recruit interview hire and train new team members
• Serve as a coach and a leader helping to develop the skills of your individual contributors so they can achieve their career goals and proactively (and collaboratively) remove obstacles
• Serve as a point of escalation for customer issues resolving them in a manner that builds trust with customers and Klaviyo team members
• Manage day-to-day operations forecasting data analysis goal setting career development performance management and process improvement
• Manage NPS and retention for your team discovering trends to improve or capitalize on to improve customer outcomes
• Develop strong relationships with sales onboarding marketing and product teams to understand customer challenges and needs
• Be a leader within the company exemplifying an excellent attitude that inspires others to do their best work.
• Drive sustainable long-term customer value by ensuring exceptional customer service and support.
• Monitor and measure team performance based on customer retention and satisfaction metrics.
• Transform workflows by putting AI at the center building smarter systems and ways of working from the ground up.

Who You Are:

• 2 years managing a Customer Success Team in a high-growth SaaS company
• Experience working with or managing a team who works with high-value customers
• A track record of creatively problem-solving and collaborating with Sales Product and Marketing teams to create an exceptional customer experience
• Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus
• Experience handling escalated customer issues and building trust with team members and customers
• Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts
• Youve already experimented with AI in work or personal projects and youre excited to dive in and learn fast. Youre hungry to responsibly explore new AI tools and workflows finding ways to make your work smarter and more efficient.

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