Senior Customer Success Manager - Major Accounts

About The Team

We are looking for a Mid Market Customer Success Manager (Major - CSM)  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

Customer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for CSMs who are passionate about partnering with Mid Market brands using Klaviyo to drive revenue and growth. You are passionate about finding creative solutions to unique problems, you thrive in challenging situations and you want to apply these skills to solve problems for customers using our software.

This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in email marketing or general strategic marketing solutions. 

How You'll Make a Difference

• Be passionate about customer success and establish yourself as the trusted advisor for ~40 Mid Market/Enterprise Klaviyo customers
• Strategically consult with these customers to devise strategies to help increase email revenue for all your customers through the Klaviyo platform
• Use creative problem solving to help customers reach their business goals and maximize the value they are getting from Klaviyo
• Build strong relationships with customers to drive executive stakeholder alignment on both the customer and Klaviyo side
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
• Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.

Who You Are

• 5+ years of account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• Excellent program management skills, you are able to own customer projects from scoping & planning through to implementation and measuring success 
• You are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendations
• Excellent communication skills via phone, video conference and email.
• Curious and eager to learn
• You are adaptable to change and thrive working in a fast paced environment
• Experience managing customer relationships through Salesforce, Gainsight or similar CRMs and experience using email marketing platforms and E-Commerce platform
• Mandarin speaking will be an added advantage
• Eligibility to work in Australia (specifically New South Wales) without restriction.

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.

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