Manager, Customer Success (Principal Team)

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 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 - Principal, you will lead a team of 8-10 Principal Customer Success Managers (CSMs) dedicated to supporting our MidMarket and Enterprise 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 MidMarket 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, 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 MidMarket 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.

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/Mid Market or Enterprise-level 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

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
Base Pay Range For US Locations:
$120,000 - $180,000 USD
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.