Customer Success Manager, SMB (Italian Speaker)

We're seeking passionate Customer Success Professionals (CSMs) for our dynamic London 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:

• 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:

• An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics.
• 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.
• Fluency in Italian to native level.