Senior CSM, Mid-Market at Klaviyo

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

186000.0

Posted On

03 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Technical Skills, Ecommerce, Strategic Marketing, Communication Skills, Problem Solving, Relationship Building, Project Management, Salesforce, Gainsight, Email Marketing, SMS Marketing, Data Analysis, Adaptability, Collaboration

Industry

Marketing Services

Description

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. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny. 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. Klaviyo’s 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 Team We 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 Klaviyo’s 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 you’ll work on things you never imagined you would; you’ll grow in ways you didn’t consider possible; and you’ll do the best work of your career with people who are just as motivated and talented as you are. About the Role Customer 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 Difference Passionately establishing yourself as the trusted advisor for ~40 Mid Market/Enterprise Klaviyo customers Strategically consult with these customers to devise strategies to help increase email and SMS revenue for all customers through the Klaviyo platform Use creative problem solving to help customers reach their business goals and maximize the value they are getting from Klaviyo Build strong relationships with customers to drive executive stakeholder alignment on both the customer and Klaviyo side Communicate 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 goals Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion. Who You Are 5+ years of 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 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 recommendations Excellent communication skills via phone, video conference and email Curious and eager to learn You are adaptable to change and thrive working in a fast paced environment Experience managing customer relationships through Salesforce, Gainsight or similar CRMs and experience using email / SMS marketing platforms and E-Commerce platform Nice to Have Familiarity with Klaviyo; completing the Product Certificate is a plus We 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 Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package. Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process. Base Pay Range in Local Currency: $124,000—$186,000 AUD Get to Know Klaviyo We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. 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. AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. 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. IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls. By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).

Responsibilities

As a Senior Customer Success Manager, you will establish yourself as a trusted advisor for approximately 40 Mid Market/Enterprise customers, consulting strategically to increase their revenue through the Klaviyo platform. You will build strong relationships and advocate for customer needs while ensuring high levels of satisfaction.