Manager, Customer Success (Principal Team)

As the Manager of Customer Success - Principal, you will lead a team of 8-10 Principal Customer Success Managers (CSMs) dedicated to supporting our MidMarket and Enterprise customers. This role involves overseeing the recruitment, evaluation, training, and coaching of an experienced team in a dynamic and rapidly evolving environment. Your primary focus will be to understand the unique challenges and needs of our MidMarket customers and drive the vision for their optimal customer experience.

You will collaborate closely with other Customer Success leaders to cultivate a team of highly successful Customer Success professionals. Together, you will ensure the delivery of exceptional customer service to our rapidly growing global customer base. As a key player in our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value. Your performance will be measured by the team's ability to retain customers and maintain high levels of customer satisfaction.

How You’ll Make a Difference:

• Manage a team of 8-10 direct reports - recruit, interview, hire, and train new team members
• Serve as a coach and a leader, helping to develop the skills of your individual contributors so they can achieve their career goals and proactively (and collaboratively) remove obstacles
• Serve as a point of escalation for customer issues, resolving them in a manner that builds trust with customers and Klaviyo team members
• Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement
• Manage NPS and retention for your team, discovering trends to improve or capitalize on to improve customer outcomes
• Develop strong relationships with sales, onboarding, marketing, and product teams to understand MidMarket customer challenges and needs
• Be a leader within the company, exemplifying an excellent attitude that inspires others to do their best work.
• Drive sustainable, long-term customer value by ensuring exceptional customer service and support.
• Monitor and measure team performance based on customer retention and satisfaction metrics.

Who You Are:

• 2+ years managing a Customer Success Team in a high-growth SaaS company
• Experience working with, or managing a team who works with high-value/Mid Market or Enterprise-level customers
• A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience
• Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus
• Experience handling escalated customer issues and building trust with team members and customers
• Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts