Principal Customer Success Manager

📋 Description

• Provide proactive, high‑touch strategic consulting to ~40 CSM accounts.
• Biweekly meetings to drive progress and align on goals with stakeholders.
• Build trusted partnerships with executives to drive alignment.
• Create prescriptive, customized success plans and report impact.
• Drive email/SMS revenue growth and expand largest accounts.
• Identify content, programs or training to scale customer success globally.

🎯 Requirements

• 5+ years in mid-market/enterprise account management with multiple stakeholders.
• Excellent program management; own projects from scoping to implementation.
• Trusted advisor to customers; prioritize initiatives and use data to back recommendations.
• Track record of creative problem-solving for customers and end users.
• Excellent organizational and communication skills (phone, video, email).
• Experience with Salesforce or Gainsight; CRMs; email marketing and ecommerce platforms.
• Experience experimenting with AI in work or personal projects; eager to learn.

🎁 Benefits

• Generous benefits and welcoming environment; you’ll be your whole self.
• AI fluency at Klaviyo; responsible AI use; accommodations as needed.
• Equal opportunity and non-discrimination; inclusive workplace.
• Collaborative, customer‑empathetic culture focused on inclusion.