One to Many Customer Success Manager

Boston, MA
Success and Support – Success
Full Time
Mission
The Starter CSM will establish a team focused on nurturing the growth and retention of Klaviyo’s smallest customers. You thrive on data. Supporting a customer base of thousands of emerging ecommerce brands brands, you’ll identify segments that need support and development, and work with the team to drive adoption and success for those customers.

We are looking for CSMs who are passionate about providing the best experience to customers who are scaling their businesses with Klaviyo. This is a great opportunity for someone with a passion for customer success, strong technical skills, and a previous background in ecommerce, email marketing or general strategic marketing solutions. We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software.

Core responsibilities
Deeply understand customer goals and needs with a data-backed approach
Through a combination of 1:1 and 1:many customer research, you’ll become deeply familiar with our customers, their goals, and needs.

Develop a strategy to identify customer segments that need support
Through your research, you’ll develop plans to improve the growth of different segments of customers and prevent cancellations.

Implement programs to improve customer retention and growth
Collaborating with the Success and Academy teams, you’ll create programs to address these segments, track the impact and success, and determine further activities from there.

You have:
2+ years of account management experience, marketing experience, or similar
Experience explaining how to reach key goals using software with end users
A track record for creative problem solving for customers and end users.
Experience in marketing or advising customers on marketing strategy.
Excellent organizational and project management skills.
Excellent communication skills via phone, video conference and email.
Able to adapt in a quickly changing environment
Track record managing customer relationships through Salesforce or similar CRMs
Strong analytical skills, including experience with Excel, Tableau, or similar software, and experience turning data into insights to fuel your ideas
A results-driven attitude, with a bias for learning and sharing
Experience using email marketing platforms and E-Commerce platforms a plus