Senior Mid Enterprise Customer Success Manager

# Senior Mid Enterprise Customer Success Manager

## About Klaviyo

Klaviyo is a leading marketing platform that helps eCommerce store owners deliver a more personalized experience for their customers. Klaviyo has helped brands across the world make more than $3.7 billion in revenue in the last year alone. It has never been easier to create deeper, higher-value customer relationships, which is why an average of 67 brands move to Klaviyo every day.

As an organization, we approach challenges with humility, radical collaboration, take ownership of our contributions, and embrace a growth mindset that pushes us to be remarkable each day.

Klaviyo's Commitment to Diversity Equity & Inclusion (DEI): Klaviyo believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.

## About The Team

We are looking for a Senior Mid Enterprise Customer Success Manager to join our Sydney Office who is passionate about providing the best experience and support to APAC customers.

Our Sydney team began to take shape in early 2022 and has now built our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyo's customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity. This is your unique opportunity to join us at a very early stage and help to shape our future.

Working at Klaviyo means you'll work on things you never imagined you would; you'll grow in ways you didn't consider possible; and you'll do the best work of your career with people who are just as motivated and talented as you are.

## About the Role

Customer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for CSMs who are passionate about partnering with Mid Market brands using Klaviyo to drive revenue and growth. You are passionate about finding creative solutions to unique problems, you thrive in challenging situations and you want to apply these skills to solve problems for customers using our software.

This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in ecommerce or general strategic marketing solutions.

## How You'll Make a Difference

* Passionately establishing yourself as the trusted advisor for ~20 Mid Market/Enterprise Klaviyo customers
* Strategically consult with these customers to devise strategies to help increase email and SMS revenue for all customers through the Klaviyo platform
* 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 to drive executive stakeholder alignment on both the customer and Klaviyo side
* Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals
* Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer
* Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

## Who You Are

* 5+ years of 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
* Excellent communication skills via phone, video conference and email
* Curious and eager to learn
* You are adaptable to change and thrive working in a fast paced environment
* Experience managing customer relationships through Salesforce, Gainsight or similar CRMs and experience using email / SMS marketing platforms and E-Commerce platform
* Have a valid work authorisation in Australia

## Nice to Have

* Familiarity with Klaviyo; completing the Product Certificate is a plus

## Klaviyo in APAC

We are starting small but have big plans for Klaviyo in APAC. Our Sydney team began to take shape throughout 2022 and has now built out our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyo's customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity within our Sydney based team. This is your unique opportunity to join us at an very early stage and help to shape our future Klaviyo in APAC.

One of our values as a company is 'always learning' and you can feel that in APAC. People are looking to grow and develop and Klaviyo provides a great platform to do so. As we are still relatively early in our journey in APAC this means there is a lot of headroom to grow and develop within your role - we are looking for the leaders of the future. At Klaviyo generally managers are often promoted up into their roles and people are regularly being promoted or moving into new functional areas - it really is an education through experience here.

## Compensation

Base Pay Range in Local Currency: $124,000 — $186,000 AUD

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.

This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

## 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.