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.
About The Team
We are looking for a Manager of Customer Success to join our Sydney Office who is passionate about providing the best experience and support to APAC customers.
Our Sydney team began to take shape in early 2022 and has now built 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. This is your unique opportunity to join us at a very early stage and help to shape our future.
Working at Klaviyo means you’ll work on things you never imagined you would; you’ll grow in ways you didn’t consider possible; and you’ll do the best work of your career with people who are just as motivated and talented as you are.
About the Role
As the Manager of Customer Success you will manage a team of 8-10 CSMs who support our customers across Small Business, Mid Market and Enterprise space.
You will be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of experienced CSM's in a fast-paced and rapidly changing environment. As Klaviyo continues to grow we will be focusing on expanding our customer base, in this role you will also be responsible for understanding customer challenges and needs and driving the vision for our customer experience.
You will report into the Snr Manager, Customer Success and work closely with other global Managers to help build a team of highly successful Customer Success professionals who are able to execute exceptional customer service to our rapidly growing customer base worldwide. As part of our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value and measured on our team’s customer retention and customer satisfaction
How You’ll Make a Difference:
- Manage a team of 8 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 are able to achieve their career goals and proactively (and collaboratively) remove potholes getting in the way of others
- Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both 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.
- Work cross-functionally, developing close relationships with sales, onboarding, marketing and product to understand customer challenges and needs and proactively surface opportunities for improvements
- Be a leader in the company, with an excellent attitude that inspires others to do their best work
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 working creatively, problem-solving and collaborating with Sales, Product, and Marketing 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.
- Delivering strategic recommendations to customers to improve their product adoption and/or marketing.
- Creates an inclusive culture on their team through leading by example with being humble and open-minded, and operating with high integrity by being open to feedback
- Eligibility to work in Australia without restrictions.
Klaviyo benefits:
As part of the Klaviyo team you will be looked after with some great benefits, 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 maternity leave full pay primary caregiver leave (16 week secondary), unlimited holiday and free books (yes, any books!) to name a few.
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.
Upon request, you can receive additional information about the compensation and benefits for this role. Requests can be submitted here . Additional information regarding benefits can be found at klaviyorewards.com .
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.
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