Manager of Customer Success

Klaviyo•Boston, MA

16h•Remote

About The Position

As the Manager of Customer Success, you will lead a team of 8-10 Customer Success Managers (CSMs) dedicated to supporting our customers. This role involves overseeing the recruitment, evaluation, training, and coaching of an experienced team in a dynamic and rapidly evolving environment. Your primary focus will be to understand the unique challenges and needs of our managed customers and drive the vision for their optimal customer experience. You will collaborate closely with other Customer Success leaders to cultivate a team of highly successful Customer Success professionals. Together, you will ensure the delivery of exceptional customer service to our rapidly growing global customer base. As a key player in our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value. Your performance will be measured by the team's ability to retain customers and maintain high levels of customer satisfaction.

Requirements

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 customers
A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams 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
Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts
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.

Nice To Haves

SaaS MarTech experience is a plus

Responsibilities

Manage a team of 8-10 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 can achieve their career goals and proactively (and collaboratively) remove obstacles
Serve as a point of escalation for customer issues, resolving them in a manner that builds trust with customers and Klaviyo team members
Manage day-to-day operations, forecasting, 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
Develop strong relationships with sales, onboarding, marketing, and product teams to understand customer challenges and needs
Be a leader within the company, exemplifying an excellent attitude that inspires others to do their best work.
Drive sustainable, long-term customer value by ensuring exceptional customer service and support.
Monitor and measure team performance based on customer retention and satisfaction metrics.
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.