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About the Role

Klaviyo is seeking passionate Customer Success Professionals (CSMs) for their new London office who thrive in a hybrid working environment. The mission is to exceed customer expectations and drive their growth, focusing on delivering the best experience to EMEA customers. This role requires a customer-first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast-paced environment.

Responsibilities

Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up.
Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo’s fastest-growing segment, our Small and Medium Businesses.
Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades.
Devise customized success plans based on customers' goals and challenges, holding customers accountable for driving action.
Compose strategies to increase email, SMS, and digital channel revenue for all customers through the Klaviyo platform while driving growth and expansion.
Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
Keep customers up to date on product releases and new features.
Share feedback with Product/Engineering to enhance customer engagement.
Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Requirements

5+ years of customer success or account management with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics.
You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast.
You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
Familiarity with Marketing Automation technologies.
A proven track record of advising customers or executing marketing strategies.
Customer success or account management experience with a history of building and nurturing relationships with multiple stakeholders.
Experience explaining how to achieve key goals using software with end users.
A track record of creative problem-solving for customers and end users.
Comfortable discussing and supporting commercial conversations.
Thrives in a collaborative environment.
Excellent organizational and project management skills.
Excellent communication skills via phone, video conference, and email.
Curious and eager to learn.
Adaptable to change and comfortable working in a fast-paced environment.
Experience with G-Suite, Gainsight, Salesforce, or similar tools.

Skills

AI fluency
Customer success
Account management
Campaign management
CRM
Digital marketing
Data analysis
Marketing Automation technologies
Consultative skills
Technical skills
Organizational skills
Project management skills
Communication skills
Problem-solving

Location

London

Work Type

Hybrid
Full-time

Experience Level

5+ years of customer success or account management experience

Salary/Compensations

£72,000—£108,000 GBP

Benefits

Participation in the company’s annual cash bonus plan
Variable compensation (OTE) for sales and customer success roles
Equity
Sign-on payments
Comprehensive range of health, welfare, and wellbeing benefits

About the Company

Klaviyo is a rapidly expanding NYSE listed enterprise technology company revolutionising the way businesses connect with their customers through advanced marketing automation solutions.
Our cutting-edge platform empowers companies to create personalized, data-driven campaigns that drive exceptional results.
As a leader in the industry, Klaviyo is committed to innovation, customer success, and fostering a collaborative work environment.
Named as one of the UK’s ‘Great Places To Work’ for the third year running.
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.

Equal Opportunity

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.