Senior Customer Success Manager - Commercial

# Senior Customer Success Manager - Commercial

## About The Team

We are looking for a Senior Customer Success Manager to join our Singapore 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 in Singapore.

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 SMB 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. As we expand our presence across Asia, fluency in an additional Asian language especially Mandarin will be a strong asset.

## How You'll Make a Difference

- Passionately establishing yourself as the trusted advisor for 20-45 SMB 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.
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

## 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
- Professional Mandarin speaking is needed to support our Asia expansion ambitions and our clients
- You've already experimented with AI in work or personal projects, and you're excited to dive in and learn fast. You're hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.

## Nice to Have

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

## Additional Information

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.

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.