Manager, Customer Success At Scale (US Hub)

As the Manager of Success at Scale you will lead our team of Success Managers working with our large and rapidly growing portfolio of Entrepreneur/SMB customers. You will be responsible for interviewing, hiring, evaluating, coaching, and leading a team of new and established CSMs in a fast-paced and rapidly changing environment. You will work closely with the SaS Manager of EMEA to build a world class global customer experience, as part of our customer-focused, results-driven organization, you will be responsible for driving net revenue retention and sustainable, long-term customer value. In this role you will focus on driving customer outcomes in a scalable way - through your team, systems & automations and a strong collaboration with teams across the business such as customer ed, support and product.

You will report into the Senior Director of Customer Success and work closely with the other Managers to help build a team of highly successful professionals who are able to execute exceptional scaled customer success initiatives. 

How You’ll Make a Difference:

• Manage a team of 8-10 direct reports. Recruit, interview, hire, and train additional new team members.
• Work cross-functionally, developing close relationships with sales, onboarding, marketing and product to understand customer challenges and needs and proactively surface opportunities for improvements to the customer experience
• 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 customer strategy calls and proactive reach-out.
• 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:

• 4+ years experience as a Manager in a Customer Success Team for a high growth SaaS company
• Operationally focused with experience project managing cross functional projects to drive key outcomes
• A Culture Curator with a passion to build a strong team environment build around inclusivity, collaboration and learning
• A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
• Highly data-driven and 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.
• Ideally experience leveraging tooling like Gainsight, Salesforce, Zendesk, Tableau to manage the operations of your team.