At-Scale Customer Success Manager (Italian Speaking)

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 solvingStrong analytical skills, including experience with Excel, Salesforce, Tableau, or similar software, and experience turning data into insights to fuel your ideasBusiness savvy with consultative, problem solving, and issue resolution skillsStrong negotiation skills, comfortable navigating financial conversations, and dealing with cancellationsIt's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalationProven track record in driving product adoption with a coach's mentality›Excellent organizational, project management skills and communication skills via phone, video conference and emailAble to adapt in a quickly changing environmentTrack record managing customer relationships through Salesforce, Gainsight or similar CRMsExperience developing training or educational content for a variety of audiences is a plusSelf-starter who thrives in both collaborative and autonomous environmentsFluent in both English and Italian (spoken and written)Nice To Have : Experience at high growth SaaS companyExperience in a Scaled / 1 : Many / Pooled Engagement ModelPast Customer Success / Account Management titleExperience supporting customers in the ENTR / SMB segmentExperience using email marketing / E-Commerce platforms or advising customers on marketing strategy is a plusYou have completed theKlaviyo 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

J-18808-Ljbffr