Customer Success Manager (Principal CSM)

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 klaviyo.com/careers 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 ~40 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
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

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 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
• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

**Massachusetts Applicants:**It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. 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. 

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

Base Pay Range For US Locations:

$116,000—$174,000 USD

Get to Know Klaviyo

We’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.

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. 

_By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice._

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.

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