Senior Customer Success Manager

## About the role We're seeking passionate Customer Success Professionals (CSMs) who thrive in a hybrid working environment (3 days in the office). Our mission is to exceed customer expectations and drive their growth. We're looking for CSMs who are dedicated to delivering the best experience to our EMEA customers. This is an exciting opportunity for someone with a customer-first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast-paced environment. Ideal candidates will have a strong background in CRM, Campaign Management, Data and Analytics, Digital, E-Commerce, or Marketing Technology Solutions. ## Responsibilities - Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up. - Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo's Mid-Market and Enterprise Businesses. - Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades. - Devise customized success plans based on customers' goals and challenges, holding customers accountable for driving action. - Compose strategies to increase email, SMS, and digital channel revenue for all customers through the Klaviyo platform while driving growth and expansion. - Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation. - Keep customers up to date on product releases and new features. - Share feedback with Product/Engineering to enhance customer engagement. - Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion. ## Requirements - 4+ years of experience working with Mid-market / Enterprise accounts with a track record for building and nurturing relationships with multiple stakeholders in an account. - 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. - An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics. - Familiarity with Marketing Automation technologies. - A proven track record of advising customers or executing marketing strategies. - Customer success or account management experience with a history of building and nurturing relationships with multiple stakeholders. - Experience explaining how to achieve key goals using software with end users. - A track record of creative problem-solving for customers and end users. - Comfortable discussing and supporting commercial conversations. - Thrives in a collaborative environment. - Excellent organizational and project management skills. - Excellent communication skills via phone, video conference, and email. - Curious and eager to learn. - Adaptable to change and comfortable working in a fast-paced environment. - Experience with G-Suite, Gainsight, Salesforce, or similar tools. - Fluent in French and English to business proficiency. ## What we offer - Hybrid working environment (3 days in the office). ## About the company Klaviyo is a leading marketing technology platform for e-commerce brands. --- *Note: The following text regarding hiring tools and bias audits has been removed as it is not part of the job description content.*