Manager, Growth Success EMEA
London, UK
3d ago

As a Manager, Growth Success you will lead one of our Growth Success teams and be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of new and established Growth Success Managers in a fast-paced and rapidly changing environment.

You will work closely with the other Managers and the Director of Growth to help build a team of highly successful Growth Success professionals who are able to execute exceptional scaled customer success initiatives to our rapidly growing portfolio.

As part of our customer-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value.

How You’ll Make a Difference :

  • Initially manage a team of 2-4 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 are able to achieve their career goals.
  • Supporting and advising team members in their day to day responsibilities including driving customer outcomes through successful customer training, content and other educational initiatives.
  • Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both customers and Klaviyo team members.
  • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
  • Be a leader in the company, with an excellent attitude that inspires others to do their best work.
  • Proactively (and collaboratively) remove roadblocks getting in the way of others
  • Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes.
  • Who You Are :

  • 2+ years managing at least 4 team members or team leads, ideally in a Customer Success Team (CSM or Onboarding Specialists) for a high growth SaaS company
  • A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
  • Self-motivated, eager to learn and thrive in a collaborative environment.
  • Passionate about creative problem solving for customers and internal teams.
  • Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus.
  • Handling escalation issues and building trust with team members and customers.
  • Delivering strategic recommendations to customers to improve their product adoption and / or marketing at scale.
  • Responsible for measuring efficacy of team output related to customer success outcomes.
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