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　　As the Manager, Customer Success you will lead our team of Success Managers working with our large and rapidly growing portfolio of Emerging SMB customers. You will be responsible for interviewing, hiring, evaluating, coaching, and leading a team of new and established CSMs in a fast-paced and rapidly changing environment. You will work closely with the regional and global leadership to build a world class global customer experience, as part of our customer-focused, results-driven organization, you will be responsible for driving net revenue retention and sustainable, long-term customer value.

　　In this role you will focus on driving customer outcomes in a scalable way - through your team, systems & automations and a strong collaboration with teams across the business such as customer ed, support and product.

　　You will report into the Senior Manager of Customer Success and work closely with the other Managers to help build a team of highly successful professionals who are able to execute exceptional scaled customer success initiatives.

　　Duties/Responsibilities:

　　Manage a team of 5-7 direct reports. Recruit, interview, hire, and train additional new team members. Work cross-functionally, developing close relationships with sales, onboarding, marketing and product to understand customer challenges and needs and proactively surface opportunities for improvements to the customer experience Own the number, proactively monitor revenue performance of the segment, identify opportunities and enable your team to drive performance. While partnering effectively with cross-functional stakeholders to drive commercial strategy. Play a key role in shaping the segment strategy, leveraging 1:many tactics and scaled initiatives to drive customer outcomes Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals. Supporting and advising team members in their day to day responsibilities including driving customer outcomes through customer strategy calls and proactive reach-out. Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both customers and Klaviyo team members. Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement. Be a leader in the company, with an excellent attitude that inspires others to do their best work. Proactively (and collaboratively) remove roadblocks getting in the way of others Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes.

　　Required Skills/Abilities:

　　2+ years experience as a Manager in a high growth SaaS company, as part of a revenue oriented customer focused team with demonstrable success Operationally focused with experience project managing cross functional projects to drive key outcomes A Culture Curator with a passion to build a strong team environment build around inclusivity, collaboration and learning A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience. Highly data-driven and self-motivated, eager to learn and thrive in a collaborative environment. Passionate about creative problem solving for customers and internal teams. Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus. Handling escalation issues and building trust with team members and customers. Delivering strategic recommendations to customers to improve their product adoption and/or marketing at scale. Responsible for measuring efficacy of team output related to customer success outcomes. Ideally experience leveraging tooling like Gainsight, Salesforce, Zendesk, Tableau to manage the operations of your team.

　　Klaviyo in EMEA : As part of the Klaviyo team you will be looked after with some great benefits locally in EMEA including equity for all, private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance (£2.5k), 22 weeks full pay primary care giver leave (16 week secondary) and free books (yes, any books!) to name a few.

　　#LI-Hybrid #LI-ME1

　　The pay range for this role is listed below. Sales roles are also eligible for variable compensation. This role is also eligible for competitive benefits and perquisites, subject to company policy and applicable law

　　Pay Range in Local Currency:

　　£88,000-£132,000 GBP

　　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.

　　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.

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