Senior Customer Success Manager

Join to apply for the Senior Customer Success Manager - SMB role at Klaviyo Klaviyo is a leading marketing platform that helps eCommerce store owners deliver a more personalized experience for their customers. Klaviyo has helped brands across the world make more than $3.7 billion in revenue in the last year alone. As an organization, we approach challenges with humility, radical collaboration, take ownership of our contributions, and embrace a growth mindset that pushes us to be remarkable each day. Klaviyo’s Commitment to Diversity Equity & Inclusion (DEI): Klaviyo believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive. About The Team We are looking for a Senior Customer Success Manager to join our Singapore 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. About The Role Customer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for CSMs who are passionate about partnering with SMB brands using Klaviyo to drive revenue and growth. You are passionate about finding creative solutions to unique problems, you thrive in challenging situations and you want to apply these skills to solve problems for customers using our software. This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in ecommerce or general strategic marketing solutions. As we expand our presence across Asia, fluency in an additional Asian language especially Mandarin will be a strong asset. How You'll Make a Difference Passionately establishing yourself as the trusted advisor for 20-45 SMB Klaviyo customers Strategically consult with these customers to devise strategies to help increase email and SMS revenue for all customers through the Klaviyo platform 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 to drive executive stakeholder alignment on both the customer and Klaviyo side Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion. Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up. Who You Are 5+ years of