Customer Success Manager- Smb, Apac

3 weeks ago

Sydney, Australia Klaviyo Full time

The Growth Success Manager will join a team focused on nurturing the growth and retention of Klaviyo's SMB customers. You thrive on data. Supporting a customer base of thousands of emerging eCommerce brands, you'll identify segments that need support and development, and work with the team to drive adoption and success for those customers.

The GSM is responsible for coaching a wide variety of customers throughout the customer journey through a multitude of methods: communicating thoughtfully via 1:many or 1:1 interactions is critical to drive strong product adoption, eliminate friction for our user base, and to drive a long lasting relationship with our customers.

**How You'll Make a Difference**
- Facilitating customer success and growth throughout the customer lifecycle.
- Supporting a rapidly growing customer base while balancing an 'at-scale' mentality with a customer-centric approach is crucial for the success of the GSM.
- Proactively maintain the health of the Growth Customer portfolio through calls, tickets and at scale proactive plays
- Maintain positive Net Retention in the growth portfolio through strategic guidance, consultancy and identifying opportunities for upsell and cross sell
- Mitigate churn through at-scale plays and 1:1 consultancy
- Deliver actionable insights and strategic recommendations to the Customer Success, Support, and Product/Engineering teams.
- Utilizing Gainsight's Journey Orchestrator, action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.

**Who You Are**
- 1+ years of in-role experience
- 2+ years of account management/customer-facing experience with a track record for building and nurturing relationships and problem solving
- Proven track record in driving product adoption through with a coach's mentality
- Excellent organizational and project management skills
- Able to adapt in a quickly changing environment
- Track record managing customer relationships through Salesforce, Gainsight or similar CRMs
- Strong analytical skills, including experience with Excel, Tableau, or similar software, and experience turning data into insights to fuel your ideas
- A results-driven attitude, with a bias for learning and sharing
- Experience developing training or educational content for a variety of audiences is a plus
- Self-starter who thrives in both collaborative and autonomous environments.

**Pay Range for UK and AU Locations**:

- $100,000—$150,000 AUD

**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.
- You can find our Job Applicant Privacy Notice _here_._

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