Principal Customer Success Manager
Company: Klaviyo Inc.
Location: San Francisco
Posted on: October 23, 2024
Job Description:
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 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
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Keywords: Klaviyo Inc., Castro Valley , Principal Customer Success Manager, Executive , San Francisco, California
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