Associate Customer Success Manager - At Scale

Company: Klaviyo Inc.
Location: Boston
Posted on: January 23, 2025

Job Description:

Associate Customer Success Manager - At ScaleCustomer SuccessThe Associate Customer Success Manager will be part of a high-impact team focused on driving scalable growth, adoption, and retention for Klaviyo's largest customer base through 1:many and 1:1 pooled engagement. With a data-driven prescriptive approach, you'll provide key customers targeted support and leverage your expertise to drive success for customers at scale - impacting hundreds of emerging brands.Your role will focus on breaking into the Customer Success space, leveraging data and insights to guide customers through their journey with Klaviyo, through prescriptive opportunities to optimize healthy product usage, reduce friction, and accelerate cross-selling opportunities. You'll work alongside your peers to execute strategies for reaching and engaging customers, using both 1:many and 1:1 communication to ensure customers are empowered to maximize the value of our platform.The ideal candidate will have experience in customer-facing engagements, email and SMS marketing, or consulting roles, with a demonstrated ability to analyze data and contribute to solutions that address customer needs at scale. We're looking for an Associate CSM who thrives in dynamic, fast-paced environments, is passionate about learning and growing in customer success, and is eager to contribute to scalable customer success initiatives across a diverse and growing customer base. The Associate CSM will work closely with the broader At Scale team to support and scale customer success initiatives, identify areas for improvement, and contribute to the long-term success of our customers.How You Will Make a Difference:

• Supporting customer success and growth throughout the customer lifecycle.
• Assisting with the management of a rapidly growing customer base while applying an 'at-scale' mentality alongside an account-centric approach.
• Helping to execute 1:1 and 1:many customer engagement strategies through email, live training, and prescriptive scaled outreach.
• Delivering actionable insights and recommendations to internal teams such as Sales, Support, and Product/Engineering.
• Utilizing tools like Gainsight's Journey Orchestrator to translate data into proactive outreach that mitigates churn risk and supports customer growth.Who You Are:
  • 1+ years of customer-facing experience in supporting and nurturing relationships and solving problems.
  • Strong analytical skills, including familiarity with Excel, Salesforce, Tableau, or similar software, and a willingness to develop expertise in turning data into insights.
  • Enthusiastic about driving product adoption with a coachable and collaborative mindset.
  • Strong organizational and project management skills, along with effective communication skills via phone, video conference, and email.
  • Comfortable adapting in a dynamic, fast-paced environment.
  • Curious and eager to learn about the industry and customer success.Nice To Have:
    • Experience at high growth SaaS company.
    • Familiarity with managing customer relationships through Salesforce, Gainsight, or similar CRMs.
    • Experience in a Scaled / 1:Many / Pooled Engagement Model.
    • Past Customer Facing Interactions.
    • Experience supporting customers in the ENTR/SMB segment.
    • Experience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus.Base Pay Range For US Locations:$52,000 - $78,000 USDGet to Know KlaviyoWe'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.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.IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.You can find our Job Applicant Privacy Notice here.
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Keywords: Klaviyo Inc., Newton , Associate Customer Success Manager - At Scale, Executive , Boston, Massachusetts