Manager of Customer Success

1 hour, 49 minutes ago
Full-time
Senior
Customer and Technical Support
Klaviyo

Klaviyo

Klaviyo offers intelligent email marketing, SMS, and automation services for ecommerce businesses, empowering brands to personalize customer interactions and drive growth.

IT Services
1K-5K
Founded 2012

Description

  • Lead a team of 8-10 Customer Success Managers, including recruiting, interviewing, hiring, onboarding, training, and coaching.
  • Serve as a coach and leader to develop individual contributors, support career growth, and remove obstacles collaboratively.
  • Act as an escalation point for customer issues and resolve problems in ways that build trust with customers and internal teams.
  • Manage day-to-day team operations, including forecasting, data analysis, goal setting, career development, performance management, and process improvement.
  • Own team NPS and retention performance, identifying trends and actions to improve customer outcomes.
  • Build strong partnerships with sales, onboarding, marketing, and product teams to better understand customer challenges and needs.
  • Drive sustainable, long-term customer value through exceptional service and support.
  • Monitor and measure team performance against customer retention and satisfaction metrics.
  • Transform workflows by putting AI at the center and building smarter systems and ways of working.

Requirements

  • 2+ years of experience managing a Customer Success team in a high-growth SaaS company.
  • Experience working with high-value customers or leading a team that supports them.
  • Track record of creative problem-solving and cross-functional collaboration with Sales, Product, and Marketing teams.
  • Experience in marketing or advising customers on marketing strategy; SaaS MarTech experience is a plus.
  • Experience handling escalated customer issues and building trust with customers and team members.
  • Proven ability to deliver strategic recommendations that improve product adoption and marketing efforts.
  • Experience experimenting with AI in work or personal projects and eagerness to learn new AI tools and workflows quickly.
  • Ability to travel up to 10% for onboarding, client or partner work, team meetings, and industry events.
  • Base salary range for U.S. locations: $116,000-$174,000 USD.
  • Compensation may include annual cash bonus, variable compensation (OTE) for sales and customer success roles, equity, and sign-on payments.

Benefits

  • Base salary range of $116,000-$174,000 USD for U.S. locations.
  • Eligibility for annual cash bonus plan.
  • Variable compensation (OTE) for sales and customer success roles.
  • Equity and sign-on payments may be included.
  • Comprehensive health, welfare, and wellbeing benefits based on eligibility.
  • Generous benefits and support for employees from day one.
  • Accommodations available as needed for AI fluency and interview participation.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Customer Success Manager

Mighty Networks 51-250 Internet Software & Services

Mighty Networks is hiring a Customer Success Manager to guide Mighty Pro Hosts through onboarding, adoption, renewal, and long-term growth for their community-driven digital businesses.

4 minutes ago

Senior Customer Success Manager - German Speaking

MongoDB 1K-5K Internet Software & Services

MongoDB is hiring a Senior Customer Success Manager in Germany to lead enterprise customer relationships, drive retention and revenue realization, and help customers achieve measurable value from their MongoDB deployments.

AWS Azure GCP MongoDB
19 minutes ago

Manager, Member Services

Maven Clinic 251-1K Health Care Providers & Services

Maven Clinic is hiring a Manager, Member Benefit Services to lead a team supporting fertility-related member benefit and billing issues within its virtual women’s and family health platform.

19 minutes ago

Senior Customer Success Manager - German Speaking

MongoDB 1K-5K Internet Software & Services

MongoDB is hiring a Senior Customer Success Manager to manage a portfolio of Enterprise accounts in Germany, guiding complex post-sales customer journeys to drive retention, revenue realization, and long-term customer advocacy.

AWS Azure GCP MongoDB
19 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers