Customer Success Manager (Spanish Speaking)
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 careers.klaviyo.com to see how we empower creators to own their own destiny.
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 exceed customer expectations. We are looking for CSMs who are passionate about providing the best experience to customers who are scaling their businesses with Klaviyo.
This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in email marketing or general strategic marketing solutions. We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for our customers using our software.
How You’ll Make a Difference
- Be passionate about your customers’ success and establish yourself as the trusted advisor for 45+ customers
- Develop tailored success plans to drive adoption of the Klaviyo platform and ensure your customers achieve their goals
- Identify and recommend additional Klaviyo products to help increase revenue for your customers
- Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
- Work cross functionally across Onboarding, Customer Growth, and internally facing teams to solve for customer goals and create a great customer experience
- Work to set priorities and establish a plan for to resolve open issues in a timely manner
- Provide customers with a combination of both strategic guidance and tactical support
- 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.
- Contribute feedback to Product on product improvements to enhance customer engagement.
- Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion.
Who You Are
- 2+ years of customer facing experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
- Fluent in English and Spanish (spoken and written)
- Experience explaining how to reach key goals using software with end users
- A track record for creative problem solving for customers and end users.
- Experience in marketing or advising customers on marketing strategy.
- Comfortable discussing account renewals, upgrades, and cancellations
- 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
- Able to adapt in a quickly changing environment
- Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
- Track record managing customer relationships through Salesforce or similar CRMs
- Experience using email marketing platforms and E-Commerce platforms a plus
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. Please visit Klaviyo Rewards to find out more about our Total Rewards package.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
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.
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.
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Klaviyo is a global technology company committed to providing a marketing automation platform, used primarily for email marketing and SMS marketing by approximately 143,000 e-commerce merchants.
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