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Principal Customer Success Manager - Major Accounts



Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Thursday, June 13, 2024

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 to see how we empower creators to own their own destiny.

About The Team

We are looking for a Principal 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 a Principal CSM who is passionate about partnering with Mid Market and Enterprise 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 email marketing or general strategic marketing solutions.

How You'll Make a Difference

  • Create prescriptive and customized customer success plans based on customer's 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
  • Build strong relationships with customers and executives to drive executive stakeholder alignment on both the customer and Klaviyo side
  • 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
  • Ensuring customer sentiment is strong, serving as an internal advocate for your customers and leading cross-functional efforts to solve for the customer
  • Proactively Identify and execute on areas for new content, program development or training to help drive customer success globally.
  • Collaboratively involve leadership across the business to drive customer value and decrease churn
  • Contribute to a positive team environment of collaboration, customer empathy, equality and

Who You Are

  • 5+ years of mid-market or enterprise account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time (from C-Suite to end user)
  • 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
  • Strong business acumen with 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
  • Curious and eager to learn
  • You are adaptable to change and working in a fast-paced environment
  • Experience managing customer relationships through Salesforce, Gainsight or similar CRMs and experience using email marketing platforms and E-Commerce platforms
  • Eligibility to work in Australia (specifically New South Wales) without restriction.

Klaviyo benefits:
As part of the Klaviyo team you will be looked after with some great benefits, including private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance ($4.2k AUSD), 22 weeks maternity leave full pay primary caregiver leave (16 week secondary), unlimited holiday and free books (yes, any books!) to name a few.


The pay range for this role is listed below. Sales roles are also eligible for variable compensation. This role is also eligible for competitive benefits and perquisites, subject to company policy and applicable law

Base Pay Range in Local Currency:
$158,000$237,000 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.

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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