Principal Customer Success Manager

**About The Team**

We are looking for a Principal Customer Success Manager to join our Sydney Office who is passionate about providing the best experience and support to APAC customers.

Our Sydney team began to take shape in early 2022 and has now built our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyo's customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity. This is your unique opportunity to join us at a very early stage and help to shape our future.

Working at Klaviyo means you'll work on things you never imagined you would; you'll grow in ways you didn't consider possible; and you'll do the best work of your career with people who are just as motivated and talented as you are.

**About the Role**

**How You'll Make a Difference**
- Create prescriptive and customized customer success plans based on customer's goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customer's organization
- Use creative problem-solving to help customers reach their business goals and maximize the value they are getting from Klaviyo
- Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Klaviyo side
- Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer
- Proactively Identify and execute on areas for new content, program development or training to help drive customer success globally.
- Collaboratively involve leadership across the business to drive customer value and decrease churn
- Contribute to a positive team environment of collaboration, customer empathy, equality and

**Who You Are**
- 5+ years of mid-market or enterprise account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time (from C-Suite to end user)
- Excellent program management skills, you are able to own customer projects from scoping & planning through to implementation and measuring success
- You are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendations
- Strong business acumen with a track record for creative problem-solving for customers and end users
- Excellent organizational and project management skills
- Curious and eager to learn
- You are adaptable to change and working in a fast-paced environment
- Eligibility to work in Australia (specifically New South Wales) without restriction.

**Klaviyo benefits**:
As part of the Klaviyo team you will be looked after with some great benefits, including private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance ($4.2k AUSD), 22 weeks maternity leave full pay primary caregiver leave (16 week secondary), unlimited holiday and free books (yes, any books) to name a few.

LI-Hybrid

**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.
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