Manager, Growth Success at Klaviyo

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 Growth 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 4-6 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.