Greenhouse ·
full-timeCustomer Success Manager, Commercial
Klaviyo · London, UK
Klaviyo is an enterprise technology company that provides advanced marketing automation solutions, enabling businesses to execute data-driven and personalized campaigns. As a Customer Success Manager in the commercial segment, you will serve as a trusted advisor to small and medium-sized businesses, helping them optimize their use of the platform to drive revenue through email, SMS, and other digital channels. Your daily responsibilities will involve creating customized success plans, monitoring customer performance, mitigating churn risk, and identifying opportunities for account expansion. You will also act as a bridge between your clients and the internal product and engineering teams, providing feedback to improve user engagement. This role requires a proactive approach to problem-solving and a strong interest in integrating AI tools to streamline workflows. The position is well-suited for candidates with over two years of experience in customer success or account management, particularly those with a background in CRM, digital marketing, or e-commerce. You should be comfortable managing multiple stakeholder relationships, explaining technical software concepts to end-users, and engaging in commercial discussions to support business growth in the EMEA region.
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 klaviyo.com/careers to see how we empower creators to own their own destiny. Klaviyo , a rapidly expanding NYSE listed enterprise technology company, is revolutionising the way businesses connect with their customers through advanced marketing automation solutions. Our cutting-edge platform empowers companies to create personalized, data-driven campaigns that drive exceptional results. As a leader in the industry, Klaviyo is committed to innovation, customer success, and fostering a collaborative work environment. Named as one of the UK’s ‘Great Places To Work’ for the third year running, we are looking for individuals who want to join our dedicated team and help us grow our already impressive customer base in EMEA even further. We're seeking passionate Customer Success Professionals (CSMs) for our new state of the art and dynamic London office who thrive in a hybrid working environment (3 days in the office). Our mission is to exceed customer expectations and drive their growth. We're looking for CSMs who are dedicated to delivering the best experience to our EMEA customers. This is an exciting opportunity for someone with a customer-first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast-paced environment. Ideal candidates will have a strong background in CRM, Campaign Management, Data and Analytics, Digital, E-Commerce, or Marketing Technology Solutions. How you will make a difference: Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up. Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo’s fastest-growing segment, our Small and Medium Businesses Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades. Devise customized success plans based on customers' goals and challenges, holding customers accountable for driving action. Compose strategies to increase email, SMS, and digital channel revenue for all customers through the Klaviyo platform while driving growth and expansion. Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation. Keep customers up to date on product releases and new features. Share feedback with Product/Engineering to enhance customer engagement. Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion. Who you are: 2+ years of customer success or account management with a track record for building and nurturing relationships with multiple stakeholders on an account at a time. An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics. You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient. Familiarity with Marketing Automation technologies. A proven track record of advising customers or executing marketing strategies. Customer success or account management experience with a history of building and nurturing relationships with multiple stakeholders. Experience explaining how to achieve key goals using software with end users. A track record of creative problem-solving for customers and end users. Comfortable discussing and supporting commercial conversations. Thrives in a collaborative environment. Excellent organizational and project management skills. Excellent communication skills via phone, video conference, and email. Curious and eager to learn. Adaptable to change and comfortable working in a fast-paced environment. Experience with G-Suite, Gainsight, Salesforce, or similar tools. #LI-Hybrid 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. Your recruiter can provide more details about the specific salary/OTE range for your pr
| Role | Customer Success Manager, Commercial |
|---|---|
| Company | Klaviyo |
| Location | London, UK |
| Compensation | Not disclosed |
| Posted | 2026-09-24 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Klaviyo
Klaviyo, Inc. is an AI-first B2C CRM platform founded in 2012 and headquartered in Boston. The company provides a unified solution that integrates marketing automation, customer service, analytics, and a data platform to help businesses manage customer relationships. By centralizing behavioral, transactional, and engagement data, Klaviyo enables brands to deliver personalized, omnichannel campaigns across email, SMS, WhatsApp, and mobile push notifications. The platform utilizes AI agents to automate marketing tasks, resolve customer service inquiries, and optimize campaign performance. Klaviyo currently serves over 205,000 brands across more than 100 countries, processing billions of events and managing billions of customer profiles daily to support business growth.
More at Klaviyo
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