Strategic Enterprise Account Manager

1 month ago

London, Greater London, United Kingdom Klaviyo Inc. Full time

Customer Success Managers (CSMs) at Klaviyo are a critical part of the success of our customers. Our mission is to exceed our customers' expectations and to help them grow. We are looking for a Principal CSM to provide proactive, high-touch strategic consulting to our Enterprise customers. You will work closely with ~20 customers and align with key stakeholders on challenges and business goals to help set them up for long-term growth and success with Klaviyo. You will meet weekly with customers to drive progress towards their marketing goals, providing strategic recommendations and analysis on recent campaigns and become a trusted partner to your customers.

Main Responsibilities:

  • Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and SMS upgrades.
  • Create prescriptive and customized customer success plans based on customers' goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customer's organization.
  • Use creative problem solving to help customers reach their business goals and maximize the value they are getting from Klaviyo.
  • Devise strategies to help increase email and SMS revenue for all your customers through the Klaviyo platform while driving growth and expansion for our largest accounts.
  • Proactively identify and execute on areas for new content, program development, or training to help drive customer success globally.
  • Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

Requirements:

  • 5+ years of MidMarket / Enterprise account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
  • Excellent program management skills, you are able to own customer projects from scoping & planning through to implementation and measuring success.
  • You have a track record for creative problem solving for customers and end users.
  • Excellent organizational and project management skills.
  • Excellent communication skills via phone, video conference, and email.
  • Experience managing customer relationships through Salesforce, Gainsight, or similar CRMs and experience using email marketing platforms and E-Commerce platforms.

Klaviyo in EMEA:

As part of the Klaviyo team you will be looked after with some great benefits locally in EMEA including equity for all, private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance (£2.5k), 22 weeks full pay primary caregiver leave (16 weeks secondary), and free books (yes, any books) We empower creators to own their destiny by making first-party data accessible and actionable like never before. 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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