Principal Customer Success Manager

Customer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for CSMs who are passionate about partnering with Mid Market brands using Klaviyo to drive revenue and growth.

This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in email marketing or general strategic marketing solutions.

How You'll Make a Difference

• Be passionate about customer success and establish yourself as the trusted advisor for ~40 Mid Market/Enterprise Klaviyo customers
• Strategically consult with these customers to devise strategies to help increase email revenue for all your customers through the Klaviyo platform
• 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 to drive executive stakeholder alignment on both the customer and Klaviyo side
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
• Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

Who You Are

• 5+ years of 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
• Excellent communication skills via phone, video conference and email.
• Curious and eager to learn
• You are adaptable to change and thrive 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 platform

Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is 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 (OTE) 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 - Global Benefits to find out more about our Total Rewards package.

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

Base Pay Range in Local Currency:

$156,000—$234,000 AUD