Customer Success Manager - Mid-Market

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.

Klaviyo, a rapidly expanding NYSE listed enterprise technology company, is revolutionising the way businesses connect with their customers through advanced marketing automation solutions. Our cutting-edge platform empowers companies to create personalized, data-driven campaigns that drive exceptional results. As a leader in the industry, Klaviyo is committed to innovation, customer success, and fostering a collaborative work environment. Named as one of the UK’s ‘Great Places To Work’ for the third year running, we are looking for individuals who want to join our dedicated team and help us grow our already impressive customer base in EMEA even further.

We’re seeking passionate Customer Success Professionals (CSMs) for our new state of the art and dynamic London office who thrive in a hybrid working environment (3 days in the office). Our mission is to exceed customer expectations and drive their growth. We’re looking for CSMs who are dedicated to delivering the best experience to our EMEA customers. This is an exciting opportunity for someone with a customer-first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast-paced environment.

How you will make a difference:

• Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo’s fastest-growing segment, our Midmarket and Enterprise Businesses.
• Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades.
• Devise customized success plans based on customers' goals and challenges, holding customers accountable for driving action.
• Compose strategies to increase email, SMS, and digital channel revenue for all customers through the Klaviyo platform while driving growth and expansion.
• Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
• Keep customers up to date on product releases and new features.
• Share feedback with Product/Engineering to enhance customer engagement.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Who you are:

• 3+ years of experience working with Midmarket / Enterprise accounts with a track record for building and nurturing relationships with multiple stakeholders in an account.
• An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics.
• Familiarity with Marketing Automation technologies.
• A proven track record of advising customers or executing marketing strategies.
• Customer success or account management experience with a history of building and nurturing relationships with multiple stakeholders.
• Experience explaining how to achieve key goals using software with end users.
• A track record of creative problem-solving for customers and end users.
• Comfortable discussing and supporting commercial conversations.
• Thrives in a collaborative environment.
• Excellent organizational and project management skills.
• Excellent communication skills via phone, video conference, and email.
• Curious and eager to learn.
• Adaptable to change and comfortable working in a fast-paced environment.
• Experience with G-Suite, Gainsight, Salesforce, or similar tools.
• Bonus if fluent in Spanish, French, or German.

The pay range for this role is listed below. Sales roles are also eligible for variable compensation. This role is also eligible for competitive benefits and perquisites, subject to company policy and applicable law.

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.