Customer Success Team Lead (Commercial) (app deadline 1/28)

Klaviyo•Denver, CO

About The Position

We're seeking to promote an experienced Customer Success Manager to the role of Team Lead, a dynamic player-coach position. In this role, you'll balance managing customer relationships while providing leadership and operational support to the broader Customer Success team.

Requirements

1+ years of CSM experience at Klaviyo
Expert-level Klaviyo product knowledge
Strong project management skills with ability to juggle multiple priorities

Nice To Haves

1+ year of team leadership, mentorship, or management experience
Previous experience in a player-coach role
Strong presentation and facilitation skills

Responsibilities

Manage a portfolio of customer accounts, driving adoption, retention, and growth through consultative partnership and deep platform expertise.
Maintain high customer satisfaction scores and strong retention rates within your portfolio.
Serve as a senior technical resource and mentor for the Customer Success team, providing guidance on complex customer scenarios.
Lead documentation improvement initiatives, ensuring our internal knowledge base remains current, accurate, and accessible.
Act as mentor/buddy for new Klaviyos, providing training and hands-on guidance.
Join calls, and conduct call listening on Gong and share feedback on a regular basis.
Together with other Team Leads, coordinate learning sessions for CSMs, e.g. account audits and office hours.
Provide leadership coverage during manager absences, ensuring continuous team support and operational efficiency.
Call coaching
Bi weekly 1:1s in manager’s absence (i.e. any extended leave), and supporting the team in day to day
External customer-facing lead (escalations where appropriate, events & internal point person, sharing CCPs and updates with team internally)
Assignment of initiatives and support in driving initiatives forward
Supporting culture within the team