Principal Customer Success Manager

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 ~40 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.

• 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
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

• 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
• 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.

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