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Salary: GBP 56,000 - 84,000 / annual
Klaviyo, a NYSE-listed enterprise technology company, is seeking a Customer Success Manager (Commercial) to join its London office. This is a hybrid role requiring 3 days in the office per week, focused on delivering exceptional customer success to Klaviyo's Small and Medium Business (SMB) segment across EMEA.
In this role, you will serve as a trusted advisor to fast-growing SMB customers, driving their success with Klaviyo's marketing automation platform. You will develop customized success plans aligned with customer goals, proactively manage customer health and performance, identify expansion and upgrade opportunities, and drive positive Net Revenue Retention by mitigating churn risk.
Key responsibilities include:
- Building and nurturing relationships with multiple stakeholders across customer accounts
- Devising strategies to increase email, SMS, and digital channel revenue through the Klaviyo platform
- Reviewing customer performance metrics, addressing open issues, and ensuring consistent communication
- Keeping customers informed about product releases and new features
- Sharing customer feedback with Product and Engineering teams to enhance engagement
- Collaborating with the team to foster a positive, inclusive environment
- Leveraging AI tools responsibly to enhance workflows and customer success strategies
The role involves up to 10% travel for onboarding, client work, team meetings, and industry events, coordinated in advance.
Klaviyo is committed to innovation, customer success, and collaboration. The company has been named one of the UK's Great Places to Work for three consecutive years. The platform empowers businesses to create personalized, data-driven campaigns through advanced marketing automation.
REQUIREMENTS:
- 2+ years of customer success or account management experience with a proven track record of building and nurturing relationships with multiple stakeholders
- Background in campaign management, CRM, digital marketing, data, analytics, or marketing technology solutions
- Experience with marketing automation technologies
- Proven track record of advising customers or executing marketing strategies
- Experience explaining how to achieve key goals using software with end users
- Track record of creative problem-solving for customers and end users
- Comfortable discussing and supporting commercial conversations
- Experience with G-Suite, Gainsight, Salesforce, or similar tools
- Familiarity with AI tools and willingness to explore and learn new AI workflows responsibly
- Excellent organizational and project management skills
- Excellent communication skills via phone, video conference, and email
- Ability to thrive in a collaborative, fast-paced environment
- Adaptable to change and curious to learn
