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Principal Enablement Partner, Customer Success
Klaviyo
Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Sep 21, 2024
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.
Our GTM Enablement team supports 1000+ sales and customer success professionals driving revenue and growth at one of the fastest-growing publicly traded companies in the SaaS industry. We pride ourselves on being a reliable, real-time, and consistent resource for the Sales and CS Teams, and empowering them to do their jobs more efficiently while growing their skill set and enabling Klaviyo’s long term strategy.
Our team is growing and we are currently looking for a Principal Enablement Partner to partner with our Customer Success Manager (CSM) organization. In this role, you are responsible for creating and implementing enablement programs and initiatives to support our CSMs in effectively managing and growing our customer relationships.
As a strategic partner to many cross-functional teams around the company, you will act as the voice and representative of the CSM team as your end customer. Your objective is to create an exceptional and equitable learning experience that empowers our CSMs to achieve their full potential, ensuring their success and fostering their growth. In order to succeed, you will bring a strong point of view on applying customer service methodologies, book of business management and skill development that results in better usage, retention, and ultimately customer success.
How you’ll make a difference:
- Develop and execute on a comprehensive enablement strategy that supports the professional growth and effectiveness of our CSMs. This includes designing and delivering training programs.
- Collaborate closely with senior leadership to develop enablement initiatives tailored to address critical gaps identified across the knowledge, skills and processes of our global CSMs.
- Develop and maintain an onboarding program for new CSM hires, ensuring a smooth transition and accelerated ramp.
- Foster a collaborative and supportive environment through knowledge sharing, peer learning, and facilitating communication channels for CSMs.
- Establish metrics to measure the effectiveness of enablement initiatives and track the impact on CSM performance, customer satisfaction, and revenue growth.
- Act as a subject matter expert on customer success best practices, industry trends, emerging technologies relevant to customer success and incorporate them into the enablement programs.
- Provide ongoing coaching and mentorship to CSMs, offering guidance on best practices, customer engagement strategies, and relationship management.
Who you are:
- 3+ years leading end-to-end enablement programs for Customer Success or Sales roles
- Proven experience in a Customer Success role in a SaaS organization, with a strong understanding of customer success principles and best practices
- Strategic mindset with the ability to align enablement initiatives with broader organizational objectives
- Analytical mindset with the ability to leverage data and insights to inform decisions and drive continuous improvement
- Experience designing and delivering complex training programs that educate customer success team members on delivering value to their customers
- Experience in establishing key performance indicators (KPIs) to measure the effectiveness of enablement initiatives
- Experience collaborating with marketing and product teams to create value messaging and product positioning for CSMs to use effectively in customer conversations
- Ability to design and develop engaging and interactive training and content using a variety of adult learning modalities and methods
- Consistent record of impacting revenue outcomes through enablement, based on documented success metrics
#LI-DK2 #Hybrid #Boston
The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
Base Pay Range For US Locations:
$124,000—$186,000 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.
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.
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