Job Title

Klaviyo is a leading marketing platform that helps eCommerce store owners deliver a more personalized experience for their customers. Klaviyo has helped brands across the world make more than $3.7 billion in revenue in the last year alone. It has never been easier to create deeper, higher-value customer relationships, which is why an average of 67 brands move to Klaviyo every day.As an organization, we approach challenges with humility, radical collaboration, take ownership of our contributions, and embrace a growth mindset that pushes us to be remarkable each day.Klaviyos Commitment to Diversity Equity & Inclusion (DEI): Klaviyo believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.About The TeamWe are looking for a Snr Mid Market Customer Success Manager to join our Sydney Office who is passionate about providing the best experience and support to APAC customers.Our Sydney team began to take shape in early 2022 and has now built our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyos customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity. This is your unique opportunity to join us at a very early stage and help to shape our future.Working at Klaviyo means youll work on things you never imagined you would; youll grow in ways you didnt consider possible; and youll do the best work of your career with people who are just as motivated and talented as you are.About the RoleCustomer Success Managers (CSMs) at Klaviyo are a critical part of our success and the success of our customers. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for CSMs who are passionate about partnering with Mid Market brands using Klaviyo to drive revenue and growth. You are passionate about finding creative solutions to unique problems, you thrive in challenging situations and you want to apply these skills to solve problems for customers using our software.This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in ecommerce or general strategic marketing solutions. With our Asia expansion goals, Mandarin speaking will be an added advantage.How You''ll Make a DifferencePassionately establishing yourself as the trusted advisor for ~40 Mid Market/Enterprise Klaviyo customersStrategically consult with these customers to devise strategies to help increase email and SMS revenue for all customers through the Klaviyo platformUse creative problem solving to help customers reach their business goals and maximize the value they are getting from KlaviyoBuild strong relationships with customers to drive executive stakeholder alignment on both the customer and Klaviyo sideCommunicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goalsEnsuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customerContribute to a positive team environment of collaboration, customer empathy, equality and inclusion.Who You Are5+ years of account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a timeExcellent program management skills, you are able to own customer projects from scoping & planning through to implementation and measuring successYou are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendationsExcellent communication skills via phone, video conference and emailCurious and eager to learnYou are adaptable to change and thrive working in a fast paced environmentExperience managing customer relationships through Salesforce, Gainsight or similar CRMs and experience using email / SMS marketing platforms and E-Commerce platformMandarin speaking will be an added advantage to support our Asia expansion ambitionsNice to HaveFamiliarity with Klaviyo; completing the Product Certificate is a plusWe use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.Please see the independent bias audit report covering our use of Covey here #J-18808-Ljbffr