Customer Success Manager - SMB - job 2 of 2

As a Customer Success Manager - SMB at Klaviyo, your primary responsibilities include establishing yourself as a trusted advisor for our small and medium business clients, creating tailored success plans, driving customer engagement through instance monitoring and proactive communication, and working closely with cross-functional teams to strategize on customer’s growth initiatives. You'll also be responsible for reviewing performance metrics and sharing feedback with our Product and Engineering teams to continuously improve customer experiences.

To thrive as a Customer Success Manager - SMB at Klaviyo, candidates typically possess 2-4+ years of experience in customer success or account management, particularly with SMB accounts. A strong background in marketing technologies, data analytics, CRM, and campaign management is essential. Additionally, familiarity with tools such as G-Suite, Gainsight, and Salesforce, as well as excellent communication and project management skills, are important qualifications to succeed in this role.

Working at Klaviyo as a Customer Success Manager - SMB means collaborating in a vibrant and inclusive environment where every voice is valued. Our team thrives on creativity, empowerment, and a shared passion for customer success. With our hybrid working model, you will enjoy a dynamic mix of in-office collaboration and remote flexibility, allowing for a balanced approach to work while maintaining strong relationships with both customers and colleagues.

Klaviyo ensures customer success for SMB clients through a dedicated Customer Success team that focuses on building personalized relationships and comprehensive success plans. By understanding each client’s unique goals and challenges, our CSMs work diligently to drive growth, mitigate churn, and provide ongoing support. We also leverage customer feedback to continuously refine our platform offerings and enhance the overall customer experience.

The salary range for the Customer Success Manager - SMB position at Klaviyo in London is between £56,000 to £84,000 GBP, depending on experience and qualifications. This role also offers variable compensation linked to performance, as well as a competitive benefits package, ensuring that our employees are rewarded for their hard work and dedication.

Customer success in the context of SMB accounts refers to proactively ensuring that customers achieve their desired outcomes while using Klaviyo's platform. This involves understanding their unique needs, creating customized success plans, and continuously engaging with them to drive growth and satisfaction.

When answering this question, focus on a specific instance where you identified a client's challenge, developed a tailored solution, and drove positive results. Describe your approach to understanding the client's needs and how your intervention led to improved performance or satisfaction.

Key metrics often include Net Revenue Retention, customer satisfaction scores (CSAT), customer engagement levels, churn rates, and upsell or expansion opportunities. Discuss how you analyze these metrics to drive strategic decision-making and improve client outcomes.

To effectively prioritize tasks, I utilize a combination of impact vs. urgency analysis. Focusing on high-impact activities that drive customer success while addressing urgent issues ensures that all accounts receive the attention they need. Additionally, I employ project management tools to keep track of ongoing tasks and deadlines.

Approach a difficult conversation with empathy and active listening. Acknowledge the customer’s concerns, express your commitment to resolving the issue, and collaboratively develop a solution that meets their needs. It’s essential to reassure the customer that their feedback is invaluable to us.

Klaviyo's platform offers advanced marketing automation tools that enable SMBs to create personalized, data-driven campaigns. This empowers businesses to easily communicate with their customers through email, SMS, and digital marketing channels, driving engagement and revenue growth.

To reduce churn among SMB clients, I would implement proactive communication strategies, provide robust onboarding resources, and monitor customer engagement metrics closely. Addressing issues before they escalate and ensuring customers are aware of new features and best practices can significantly benefit retention.

I make it a priority to stay informed by following industry leaders on social media, participating in relevant webinars, and engaging with professional networks. Continuous learning through certifications and attending industry conferences is also a great way to gain insights and share knowledge with peers.

Discuss a specific scenario where you faced a change, detailing the situation and how you quickly adapted your approach. Highlight your problem-solving abilities and resilience, showing your potential to thrive in Klaviyo's fast-paced environment.

Express your enthusiasm for Klaviyo's products and mission. Discuss your alignment with the company's values, especially regarding customer empowerment and growth. Highlight your passion for delivering exceptional customer service and how you see yourself contributing positively to Klaviyo's continued success.