Customer Success Manager, Commercial

Overview

In this role you will drive customer success for Klaviyo’s EMEA SMB segment, aligning adoption with growth. You’ll partner with cross-functional teams to deliver tailored implementation and expand usage of the Klaviyo platform. You’ll use data and feedback to shape customer journeys, reduce churn, and identify expansion opportunities. You will operate in a fast-paced, collaborative environment, helping customers realize measurable outcomes. This is a chance to influence how small and mid-sized ecommerce brands scale with personalized marketing at the core of their strategy.

Pay / Benefits

• generous benefits
• annual cash bonus plan
• variable compensation (OTE)
• equity
• sign-on payments
• health, welfare and wellbeing benefits

Responsibilities

• Transform customer workflows by embedding AI-driven approaches and scalable processes
• Act as trusted advisor to fast-growing SMB customers and guide adoption of Klaviyo’s platform
• Drive Net Revenue Retention by mitigating churn and identifying expansion opportunities
• Create customized success plans based on customer goals and challenges
• Develop strategies to increase email, SMS, and digital channel revenue for customers
• Proactively review performance, resolve issues, and ensure clear escalation
• Keep customers informed of product updates and new features
• Provide feedback to Product/Engineering to improve engagement
• Foster a collaborative, inclusive team environment

Key requirements

• 2+ years in customer success or account management with multi-stakeholder experience
• Background in marketing, CRM, digital marketing, data, or analytics
• Experience explaining software value to end users and advising customers on goals
• Proven ability to solve problems creatively for customers and end users
• Comfort with commercial discussions and cross-functional collaboration
• Excellent organizational and communication skills (phone, video, email)
• Curious, quick learner, adaptable in a fast-paced setting
• Experience with Marketing Automation tools
• Familiarity with AI workflows and willingness to adopt new tools
• Experience with G-Suite, Salesforce, or Gainsight

• collaborative mindset
• customer empathy
• strong communication
• Marketing Automation
• CRM
• Data and Analytics

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