Klaviyo
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Manager, Customer Success
role at
Klaviyo
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 an 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.
As the Manager of Customer Success - you will lead a team of 8-10 Customer Success Managers (CSMs) dedicated to supporting our customers. This role involves overseeing the recruitment, evaluation, training, and coaching of an experienced team in a dynamic and rapidly evolving environment. Your primary focus will be to understand the unique challenges and needs of our managed customers and drive the vision for their optimal customer experience.
You will collaborate closely with other Customer Success leaders to cultivate a team of highly successful Customer Success professionals. Together, you will ensure the delivery of exceptional customer service to our rapidly growing global customer base. As a key player in our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value. Your performance will be measured by the team's ability to retain customers and maintain high levels of customer satisfaction.
How You’ll Make a Difference
Manage a team of 8-10 direct reports - recruit, interview, hire, and train new team members
Serve as a coach and a leader, helping to develop the skills of your individual contributors so they can achieve their career goals and proactively (and collaboratively) remove obstacles
Serve as a point of escalation for customer issues, resolving them in a manner that builds trust with customers and Klaviyo team members
Manage day‑to‑day operations, forecasting, data analysis, goal setting, career development, performance management, and process improvement
Manage NPS and retention for your team, discovering trends to improve or capitalize on to improve customer outcomes
Develop strong relationships with sales, onboarding, marketing, and product teams to understand customer challenges and needs
Be a leader within the company, exemplifying an excellent attitude that inspires others to do their best work
Drive sustainable, long-term customer value by ensuring exceptional customer service and support
Monitor and measure team performance based on customer retention and satisfaction metrics
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up
Who You Are
2+ years managing a Customer Success Team in a high-growth SaaS company
Experience working with, or managing a team who works with high-value customers
A track record of creatively problem‑solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience
Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus
Experience handling escalated customer issues and building trust with team members and customers
Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts
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
Base Pay Range For US Locations: $116,000—$174,000 USD
Our salary range reflects the cost of labor across various U.S. geographic markets. The base salary offered for this position is determined by several factors, including the applicant’s job‑related skills, relevant experience, education or training, and work location. 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. Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human‑in‑the‑loop). We provide accommodations as needed.
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.
By clicking “Submit Application” you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).
#J-18808-Ljbffr
Manager, Customer Success
role at
Klaviyo
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 an 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.
As the Manager of Customer Success - you will lead a team of 8-10 Customer Success Managers (CSMs) dedicated to supporting our customers. This role involves overseeing the recruitment, evaluation, training, and coaching of an experienced team in a dynamic and rapidly evolving environment. Your primary focus will be to understand the unique challenges and needs of our managed customers and drive the vision for their optimal customer experience.
You will collaborate closely with other Customer Success leaders to cultivate a team of highly successful Customer Success professionals. Together, you will ensure the delivery of exceptional customer service to our rapidly growing global customer base. As a key player in our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value. Your performance will be measured by the team's ability to retain customers and maintain high levels of customer satisfaction.
How You’ll Make a Difference
Manage a team of 8-10 direct reports - recruit, interview, hire, and train new team members
Serve as a coach and a leader, helping to develop the skills of your individual contributors so they can achieve their career goals and proactively (and collaboratively) remove obstacles
Serve as a point of escalation for customer issues, resolving them in a manner that builds trust with customers and Klaviyo team members
Manage day‑to‑day operations, forecasting, data analysis, goal setting, career development, performance management, and process improvement
Manage NPS and retention for your team, discovering trends to improve or capitalize on to improve customer outcomes
Develop strong relationships with sales, onboarding, marketing, and product teams to understand customer challenges and needs
Be a leader within the company, exemplifying an excellent attitude that inspires others to do their best work
Drive sustainable, long-term customer value by ensuring exceptional customer service and support
Monitor and measure team performance based on customer retention and satisfaction metrics
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up
Who You Are
2+ years managing a Customer Success Team in a high-growth SaaS company
Experience working with, or managing a team who works with high-value customers
A track record of creatively problem‑solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience
Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus
Experience handling escalated customer issues and building trust with team members and customers
Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts
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
Base Pay Range For US Locations: $116,000—$174,000 USD
Our salary range reflects the cost of labor across various U.S. geographic markets. The base salary offered for this position is determined by several factors, including the applicant’s job‑related skills, relevant experience, education or training, and work location. 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. Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human‑in‑the‑loop). We provide accommodations as needed.
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.
By clicking “Submit Application” you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).
#J-18808-Ljbffr