Manager of Customer Success

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 klaviyo.com/careers to see how we empower creators to own their own destiny.

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.

How You’ll Make a Difference:

• 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.

Who You Are:

• 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.

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

Get to Know Klaviyo

We’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.

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.

By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.

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.