Manager, Growth Success

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As a Manager, Growth Success you will lead one of our Growth Success teams and be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of new and established Growth Success Managers in a fast-paced and rapidly changing environment. You will work closely with the other Managers and the Director of Success at Scale to help build a team of highly successful Growth Success professionals who are able to execute exceptional scaled customer success initiatives to our rapidly growing portfolio. As part of our customer-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value.

How You’ll Make a Difference:

  • Initially manage a team of 2-4 direct reports.
  • Recruit, interview, hire, and train new team members.
  • Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals.
  • Supporting and advising team members in their day to day responsibilities including driving customer outcomes through successful customer training, content and other educational initiatives.  
  • Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both customers and Klaviyo team members.
  • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
  • Be a leader in the company, with an excellent attitude that inspires others to do their best work.
  • Proactively (and collaboratively) remove roadblocks getting in the way of others
  • Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes.         

Who You Are:

  • 2+ years managing at least 4 team members or team leads, ideally in a Customer Success Team (CSM or Onboarding Specialists)  for a high growth SaaS company
  • A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
  • Self-motivated, eager to learn and thrive in a collaborative environment.
  • Passionate about creative problem solving for customers and internal teams.
  • Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus.
  • Handling escalation issues and building trust with team members and customers.
  • Delivering strategic recommendations to customers to improve their product adoption and/or marketing at scale.
  • Responsible for measuring efficacy of team output related to customer success outcomes.

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.

Get to Know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

Klaviyo is committed to diversity and to a policy of equal employment opportunity and non-discrimination. We do not discriminate on the basis of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected by applicable law.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.

An Insider's view of Klaviyo

What's something quirky about your company?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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