Customer Success Team Lead (Commercial) (app deadline 1/28)
About The Position
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 Role 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
- Natural ability to balance individual contributor work with leadership responsibilities
- Excellence in building relationships across all levels of an organization
- Strong written and verbal communication skills
- Solutions-oriented and ability to thrive in an environment of change
- Passion for mentoring and developing others
- Detail-oriented with strong organizational skills
- Ability to foster high team morale while modeling positivity and optimism
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
