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 careers.klaviyo.com 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 CSMs for our London Office who are passionate about providing the best experience to our EMEA customers.

This is an exciting opportunity for someone with a passion for customer success, who has strong consultative and technical skills, and a background in e-commerce or marketing technology solutions. We are particularly interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations, and want to apply these skills to solve for customers using our software.

How you will make a difference:

Be passionate about customer success and establish yourself as the trusted advisor for your roughly 80 customers within Klaviyo’s Core segment
Drive positive Net Revenue Retention by mitigating churn risk, and identifying opportunities for customer expansion and upgrades
Devise customized success plans on customers goals & challenges, holding customers accountable to driving action
Compose strategies to help increase email and sms revenue for all your 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 to Product/Engineering on product improvements to enhance customer engagement.
Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

Who you are:

2+ years of customer success or account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
Experience explaining how to reach key goals using software with end users
Experience in marketing technology and advising customers on marketing strategy.
A track record for creative problem solving for customers and end users.
Comfortable discussing renewals, mitigating churn risk & cancellations
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
You are adaptable to change and working in a fast paced environment
Experience with: G-Suite, Gainsight, Salesforce or similar tools
Experience using email marketing platforms and E-Commerce platforms a plus

Bonus if fluent in either Spanish, French or German

Klaviyo in EMEA : As part of the Klaviyo team you will be looked after with some great benefits locally in EMEA including equity for all, private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance (£2.5k), 22 weeks full pay primary care giver leave (16 week secondary) and free books (yes, any books!) to name a few.

#LI-Hybrid

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

Base Pay Range in Local Currency:

£56,000—£84,000 GBP

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.

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.

You can find our Job Applicant Privacy Notice here.

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Customer Success Manager