At-Scale Customer Success Manager (Italian speaking)

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 careers.klaviyo.com to see how we empower creators to own their own destiny.

The Customer Success Manager will be part of a high-impact, global, team focused on driving scalable growth, adoption, and retention for Klaviyo’s largest customer base through 1:many and 1:1 pooled engagement. 

With a data-driven prescriptive approach, you’ll provide key customers targeted support and leverage your expertise to drive success for customers at scale — impacting hundreds of emerging brands.

Your role will focus on leveraging data and insights to guide customers through their journey with Klaviyo, through prescriptive opportunities to optimize healthy product usage, reduce friction, and accelerate cross-selling opportunities. You’ll proactively execute strategies for reaching and engaging customers, using both 1:many and 1:1 communication to ensure customers are empowered to maximize the value of our platform.

Ideal candidates will bring experience in email and SMS marketing, customer success, or consulting roles, with a proven ability to use data to craft solutions that address customer needs at scale within a pooled model. We're looking for a CSM who thrives in dynamic, fast-paced environments, is passionate about driving measurable impact, and excels at scaling customer success efforts across a diverse and growing customer base.

The CSM will be responsible for shaping and scaling customer success initiatives, continuously identifying friction points, and collaborating with the global At Scale team to drive long-term, sustainable success for customers.

How You Will Make a Difference:

• Facilitating customer success and growth throughout the customer lifecycle.
• Supporting a rapidly growing customer base while balancing an ‘at-scale’ mentality with an account-centric approach is crucial for the success of the CSM.
• Research and develop 1:1 and 1:many customer engagement strategies through email, live training and prescriptive scaled outreach.
• Deliver actionable insights and strategic recommendations cross functionally to Sales, Support, and Product/Engineering teams.
• Utilizing Gainsight’s Journey Orchestrator, action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.

Who You Are:

• 2+ years of customer-facing experience with a track record for building and nurturing relationships and problem solving
• Strong analytical skills, including experience with Excel, Salesforce, Tableau, or similar software, and experience turning data into insights to fuel your ideas
• Business savvy with consultative, problem solving, and issue resolution skills
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
• It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
• Proven track record in driving product adoption with a coach’s mentality›
• Excellent organizational, project management skills and communication skills via phone, video conference and email
• Able to adapt in a quickly changing environment
• Track record managing customer relationships through Salesforce, Gainsight or similar CRMs
• Experience developing training or educational content for a variety of audiences is a plus
• Self-starter who thrives in both collaborative and autonomous environments
• Fluent in both English and Italian (spoken and written)

Nice To Have:

• Experience at high growth SaaS company
• Experience in a Scaled / 1:Many / Pooled Engagement Model
• Past Customer Success / Account Management title 
• Experience supporting customers in the ENTR/SMB segment 
• Experience using email marketing/E-Commerce platforms or advising customers on marketing strategy is a plus
• You have completed the Klaviyo product certificate - demonstrating familiarity with our platform, the resources we deliver, and your commitment to learning

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

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. Please visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package.

Your recruiter can provide more details about the specific salary/OTE  range for your preferred location during the hiring process.

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.