Senior Customer Success Manager

Klaviyo; Paris; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

Klaviyo is looking for passionate Customer Success Professionals (CSMs) for our new dynamic office in London. This role thrives in a hybrid environment and seeks to provide exceptional support to our EMEA customers.

The ideal candidate has a strong background in CRM, campaign management, and a customer-first attitude, with 4+ years of experience managing Mid-market and Enterprise accounts. Fluency in French and English is required, alongside a track record of creative problem-solving.

Qualifications

• 4+ years of experience with Mid-market / Enterprise accounts.
• Fluent in French and English to business proficiency.
• Experience with marketing automation technologies.

Responsabilités

• Transform workflows using AI at the center.
• Establish as the trusted advisor for Klaviyo’s Mid-Market and Enterprise Businesses.
• Drive positive Net Revenue Retention and identify expansion opportunities.

Connaissances

Customer Success

CRM

Marketing Technology Solutions

Campaign Management

Data and Analytics

E-Commerce

Problem-solving

Communication

Outils

G-Suite

Salesforce

Gainsight

Description du poste

Requirements

• We're seeking passionate Customer Success Professionals (CSMs) for our new state of the art and dynamic London office 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
• 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 the job involves

• 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