Customer Success Manager - SMB

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 CSMs for our Sydney office who are passionate about providing the best experience to our APAC customers.

This is a great opportunity for someone with a passion for customer success, who has strong consultative and technical skills, and a previous background in e-commerce or marketing technology solutions. We are particularly 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.

How you will make a difference:

• Be passionate about customer success and establish yourself as the trusted advisor for your customers
• Devise strategies to help increase email revenue for all your customers through the Klaviyo platform and create success plans to ensure Customer adoption.
• Proactively review customer dashboards, address any open issues, and ensure consistent messaging and appropriate escalation.
• Keep customers up to date on product releases and new features.
• Contribute feedback to Product/Engineering on product improvements to enhance customer engagement.
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

Who you are:

• 2+ years of customer success or account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• Experience explaining how to reach key goals using software with end users
• Experience in marketing technology and advising customers on marketing strategy.
• A track record for creative problem solving for customers and end users.
• Eligibility to work in Australia without restrictions (PR & Citizens only)

Klaviyo in APAC;

We are starting small but have big plans for Klaviyo in APAC. Our Sydney team begun to take shape in early 2022 and has now built out around our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyo’s customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity within our Sydney based team. This is your unique opportunity to join us at a very early stage and help to shape our future Klaviyo in APAC.

One of our values as a company is ‘always learning’ and you can feel that in APAC. People are looking to grow and develop and Klaviyo provides a great platform to do so. As we are still relatively early in our journey in APAC this means there is a lot of headroom to grow and develop within your role - we are looking for the leaders of the future. At Klaviyo generally managers are often promoted up into their roles and people are regularly being promoted or moving into new functional areas - it really is an education through experience here.

As part of the Klaviyo team you will be looked after with some great benefits locally in EMEA including private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance ($4.2k AUSD), 22 weeks full pay primary care giver leave (16 week secondary), unlimited holiday and free books (yes, any books!) to name a few.