15 Customer Success Manager Interview Questions and Answers
Find and hire talent with confidence. Prepare for your next interview. The right questions can be the difference between a good and great work relationship.
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1. How do you ensure customer retention and build long-term customer relationships?
Purpose: This question assesses the candidate's approach to building and maintaining strong customer relationships, which is important for customer retention.
Answer: "I focus on understanding the customer's needs from the start and consistently check in to make sure we're meeting their expectations. Regular follow-ups help me address any issues early. I also gather customer feedback to refine our services and explore upsell or cross-sell opportunities when appropriate."
Why it works: This answer reflects the candidate's proactive approach to relationship management, demonstrating attentiveness to customer needs and a focus on building loyalty and retention.
2. Describe your experience in managing customer success metrics and improving customer satisfaction.
Purpose: This question evaluates the candidate's ability to use metrics and data to enhance customer satisfaction.
Answer: "I regularly track KPIs such as customer satisfaction, customer churn, and engagement rates. I use this data to identify any gaps in the customer experience and work with the sales and product teams to make improvements. For example, I enhanced the onboarding process in my previous role, which led to a 15% increase in retention."
Why it works: The response shows the candidate's data-driven approach and commitment to customer focus, along with a demonstrated track record of using metrics to improve customer success.
3. How do you handle a difficult customer and ensure a positive outcome?
Purpose: This question assesses the candidate's problem-solving and conflict resolution skills, which are key for a customer success manager.
Answer: "When handling a difficult customer, I first listen carefully to understand their concerns and acknowledge their frustration. I stay calm and focus on finding a solution that addresses their issues. By keeping open communication and offering practical solutions, I help de-escalate the situation and rebuild trust."
Why it works: This answer highlights the candidate's use of emotional intelligence and communication skills to manage challenging situations, ensuring a constructive outcome.
4. How do you collaborate with the product team to address customer feedback?
Purpose: This question examines the candidate's ability to work cross-functionally to improve the product based on customer feedback.
Answer: "I regularly gather customer feedback through surveys, support interactions, and check-ins, and share these insights with the product team. Working together, we prioritize features that enhance the customer experience. For example, I once collaborated with the product team on a new feature based on customer requests, which led to a measurable increase in engagement."
Why it works: This response shows the candidate's collaborative approach and commitment to using feedback to improve the product and customer experience.
5. What strategies do you use to ensure a successful onboarding process for new customers?
Purpose: Since onboarding is critical for customer success, this question evaluates the candidate's approach to it.
Answer: "Customer expectations are essential from the start. I create a tailored onboarding plan for each customer, ensuring they understand how to use the product to meet their needs. I provide thorough training, follow-up support, and track success metrics to monitor their progress and make the transition smooth."
Why it works: This answer demonstrates the candidate's focus on personalized service and ensuring new customers feel supported from the start.
6. How do you approach customer churn and what initiatives do you implement to reduce it?
Purpose: This question evaluates the candidate's ability to identify risks of churn and take action to address them.
Answer: "I review engagement and satisfaction data regularly to catch early signs of churn. I then implement proactive measures, such as check-ins, to resolve concerns before they escalate. For example, I developed a targeted outreach program for low-engagement customers, successfully reducing churn by 20%."
Why it works: The response highlights the candidate's proactive approach and use of data analysis to reduce churn and improve retention.
7. How do you prioritize and manage multiple customer success initiatives at once?
Purpose: This question gauges the candidate's organizational and time management skills when handling multiple customer success strategies.
Answer: "I use project management tools to prioritize tasks based on urgency and impact. I focus on key metrics to identify which customers need immediate attention while balancing long-term initiatives that support overall customer retention. I also ensure that my team members are aligned and focused on results."
Why it works: This answer demonstrates strong organizational skills and the ability to manage multiple priorities while staying focused on customer outcomes.
8. How do you approach upsell and cross-sell opportunities with your customers?
Purpose: This question evaluates the candidate's ability to grow customer accounts through upselling or cross-selling.
Answer: "I use CRM data to spot customers who might benefit from additional services or features. I then work closely with the sales team to present these opportunities in ways that align with the customer's goals. Recently, I helped a client see the value of an add-on feature, resulting in a successful upsell and higher satisfaction."
Why it works: The answer shows the candidate's skill in leveraging customer relationships and aligning customer needs with sales opportunities.
9. Describe a time when you worked with stakeholders to improve customer success efforts.
Purpose: This question assesses the candidate's ability to collaborate with internal stakeholders to enhance customer success strategies.
Answer: "In my previous role, I worked with stakeholders across product, marketing, and sales to create a unified customer success strategy. We launched joint efforts like customer webinars and improved documentation, which led to higher engagement and fewer support tickets."
Why it works: This response demonstrates strong collaboration and relationship-building skills, showing the candidate's ability to work across departments to drive better customer outcomes.
10. How do you ensure that your customer success team is aligned with the company's overall goals?
Purpose: This question evaluates the candidate's leadership and ability to align the customer success team with company objectives.
Answer: "I make sure the customer success team joins regular strategy meetings to discuss how our efforts support the company's goals. I set clear, measurable goals based on customer success metrics that connect to these objectives."
Why it works: This answer highlights leadership, strategic alignment, and a focus on measurable outcomes.
11. How do you measure and track customer success metrics?
Purpose: This question assesses the candidate's ability to use metrics to evaluate customer success efforts.
Answer: "I monitor key metrics like customer satisfaction (CSAT), churn, and engagement rates. I also assess the impact of onboarding on retention and review KPIs to adjust strategies based on customer needs."
Why it works: This answer shows the candidate is data-driven and skilled at using metrics to gauge and improve customer success.
12. What role do emotional intelligence and communication skills play in your customer success role?
Purpose: This question evaluates the candidate's emotional intelligence and interpersonal skills.
Answer: "Emotional intelligence helps me understand customer concerns and respond empathetically. I prioritize listening and addressing customer pain points effectively. Strong communication enables me to explain solutions and build trust, even in challenging situations."
Why it works: This answer highlights the importance of empathy and clear communication in building strong customer relationships.
13. How do you handle customer escalations and resolve issues quickly?
Purpose: This question assesses the candidate's ability to handle escalated customer issues efficiently.
Answer: "When an escalation arises, I gather all relevant information from our CRM and reach out to understand the customer's perspective. I then coordinate with other teams to find a resolution quickly, keeping the customer updated throughout."
Why it works: This answer demonstrates the candidate's organizational skills and effective problem-solving in high-pressure situations.
14. How do you foster customer loyalty in your customer success strategies?
Purpose: This question assesses the candidate's approach to building long-term customer loyalty.
Answer: "I build strong, personalized relationships by understanding each customer's goals and consistently delivering value. I also maintain regular touchpoints, such as quarterly reviews, to keep the relationship positive and prevent potential churn."
Why it works: This answer reflects a proactive, relationship-focused approach to ensuring long-term loyalty and satisfaction.
15. How do you align your customer success strategies with the company's overall business goals?
Purpose: This question evaluates the candidate's ability to integrate customer success efforts with company goals, contributing to long-term success.
Answer: "I help the customer success team understand the company's key objectives, whether it's growth, retention, or expansion. I align our strategies to these goals by focusing on metrics like retention, upsell opportunities, and customer satisfaction. For example, if the goal is to increase revenue, I'll work with the sales team on cross-sell opportunities that align with customer needs."
Why it works: This response shows the candidate's strategic thinking and ability to connect customer success to measurable business goals, creating value for both the company and its customers.
Customer Success Manager Hiring Resources
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Customer Success Managers you can meet on Upwork
- $45/hr$45 hourly
Rohit B.
- 4.9
- (30 jobs)
Kathmandu, PROVINCE 3
Customer Success ManagersEmail Marketing StrategyEmail Marketing ReportEmail Campaign SetupA/B TestingCustomer Retention StrategyCustomer RetentionShopifyEmail AutomationKlaviyoEmail CampaignEmail DeliverabilityEmail MarketingEmail DesignEmail CommunicationFigmaMost Shopify and DTC brands are sitting on a goldmine they don't even know about. Their email list. The problem isn't the product. It's that their flows are broken, their campaigns are inconsistent, and no one is looking at the full picture. That's exactly where I come in. I'm Rohit, an email marketing specialist focused exclusively on Shopify and DTC brands. I've worked with e-commerce businesses across different niches and one thing is always true: there's always revenue being left on the table. My job is to find it and fix it. I start every engagement with a full Klaviyo account audit, mapping out what's working, what's broken, and where the biggest opportunities are hiding. From there, I build and execute a strategy tailored to your brand, not copy-pasted from a template. I handle everything your email channel needs. That includes Klaviyo account audits and strategy roadmaps, flow setup and optimization across your welcome series, abandoned cart, post-purchase, winback, and browse abandonment sequences, campaign planning, copywriting, design, list segmentation, deliverability improvement, A/B testing, and performance tracking. If it touches your email channel, it's covered. You're not hiring a designer who dabbles in marketing, or a copywriter who doesn't understand Klaviyo. You're getting someone who handles the strategy, the design, the copy, and the technical setup, end to end. One person, full accountability, zero hand-holding required. I don't take on every client. I work best with Shopify and DTC brands that have a real product, a growing list, and are ready to make email a serious revenue channel, not an afterthought. If that sounds like you, send me a message and let's start with an audit. You'll know exactly where you stand within days. - $34/hr$34 hourly
Cheyenne H.
- 5.0
- (16 jobs)
Cleveland County, OK Customer Success ManagersEmployee TrainingAdministrative SupportPhone CommunicationCustomer RetentionAccount ManagementCustomer AcquisitionEmail CommunicationCustomer ServiceSalesAre you seeking assistance with customer acquisition, follow-up with lost leads, onboarding new clients, customer retention, or account management? These are areas where I excel and take pleasure, and I am eager to put my skills to work in helping your business grow and building trust with your clients. My experience includes several years of remote work with start-ups, as well as the ability to self-manage effectively and maintain a strong drive for perfection. My palpable passion for helping customers succeed and reach their goals is evident in my coaching approach. My friendly, caring, and upbeat personality translates well to my phone presence, as I have a talent for quickly building trust with clients and winning them over, even in challenging situations. I enjoy working collaboratively with others and am a dedicated team player who is always willing to help colleagues. Additionally, I have created training materials and conducted one-on-one and group training. I firmly believe that customer education plays a crucial role in the buying process today, and my goal is to become a Subject Matter Expert in order to provide customers with the knowledge and confidence necessary to make informed decisions. I am excited about the opportunity to work with you and bring my passion, charisma, and strong work ethic to your company. - $50/hr$50 hourly
Steven G.
- 4.8
- (1 job)
Freeport, NY Customer Success ManagersSalesDigital Marketing StrategyInternet MarketingSocial Media Marketing StrategyDigital MarketingCustomer RetentionCustomer DiscoverySocial Media TrainingCustomer AcquisitionSocial Media ManagementMost businesses do not need more random content or a bigger ad budget. They need their ads, website, content, and follow-up working together. I help businesses optimize paid campaigns and turn core content into a visibility system across search, social, video, email, ads, and sales follow-up. My core strength is campaign optimization. I look at where money, traffic, attention, and leads are leaking, then build a better system around the campaign. In my current role with a U.S. biomedical equipment manufacturer, I helped drive 45% revenue growth while cutting total ad spend 43%. I reduced Google Ads cost-per-conversion by more than 80%, rebuilt paid campaigns across Search, Display, Video, and Shopping, improved customer follow-up, closed deals up to $80K, and helped build marketing systems that support sales, distributors, content, and website growth. But paid ads alone are not enough. A strong blog, podcast, buyer guide, webinar, product page, or long-form video should not die after one post. It can become YouTube content, short-form clips, LinkedIn posts, SEO content, email copy, retargeting angles, landing page copy, and sales follow-up material. That is where I help. I connect campaign optimization with content visibility so your marketing stops working in separate pieces and starts working like a system. Hereโs what I can help with: โข Paid ads audits and campaign optimization โข Google Ads campaign restructuring across Search, Display, Video, Shopping, and retargeting โข Campaign targeting, keyword, budget, and ad copy review โข Landing page and website messaging audits โข SEO content strategy for blogs, service pages, product pages, and buyer guides โข Video-first content repurposing from podcasts, blogs, webinars, and long-form content โข Content pillar systems for YouTube, LinkedIn, TikTok, Instagram, email, and ads โข Sales follow-up sequences for leads, quotes, consultations, and inactive prospects โข Visibility audits that diagnose where your ads, content, website, and follow-up are breaking down The best fit is a business that already has a real product, service, or offer but needs sharper campaigns, clearer messaging, stronger content distribution, and a better path from visibility to revenue. If your ads are underperforming, your content is inconsistent, or your best ideas are trapped in one blog, podcast, video, or sales call, letโs turn that into a system.
- $45/hr$45 hourly
Rohit B.
- 4.9
- (30 jobs)
Kathmandu, PROVINCE 3 Customer Success ManagersEmail Marketing StrategyEmail Marketing ReportEmail Campaign SetupA/B TestingCustomer Retention StrategyCustomer RetentionShopifyEmail AutomationKlaviyoEmail CampaignEmail DeliverabilityEmail MarketingEmail DesignEmail CommunicationFigmaMost Shopify and DTC brands are sitting on a goldmine they don't even know about. Their email list. The problem isn't the product. It's that their flows are broken, their campaigns are inconsistent, and no one is looking at the full picture. That's exactly where I come in. I'm Rohit, an email marketing specialist focused exclusively on Shopify and DTC brands. I've worked with e-commerce businesses across different niches and one thing is always true: there's always revenue being left on the table. My job is to find it and fix it. I start every engagement with a full Klaviyo account audit, mapping out what's working, what's broken, and where the biggest opportunities are hiding. From there, I build and execute a strategy tailored to your brand, not copy-pasted from a template. I handle everything your email channel needs. That includes Klaviyo account audits and strategy roadmaps, flow setup and optimization across your welcome series, abandoned cart, post-purchase, winback, and browse abandonment sequences, campaign planning, copywriting, design, list segmentation, deliverability improvement, A/B testing, and performance tracking. If it touches your email channel, it's covered. You're not hiring a designer who dabbles in marketing, or a copywriter who doesn't understand Klaviyo. You're getting someone who handles the strategy, the design, the copy, and the technical setup, end to end. One person, full accountability, zero hand-holding required. I don't take on every client. I work best with Shopify and DTC brands that have a real product, a growing list, and are ready to make email a serious revenue channel, not an afterthought. If that sounds like you, send me a message and let's start with an audit. You'll know exactly where you stand within days. - $34/hr$34 hourly
Cheyenne H.
- 5.0
- (16 jobs)
Cleveland County, OK Customer Success ManagersEmployee TrainingAdministrative SupportPhone CommunicationCustomer RetentionAccount ManagementCustomer AcquisitionEmail CommunicationCustomer ServiceSalesAre you seeking assistance with customer acquisition, follow-up with lost leads, onboarding new clients, customer retention, or account management? These are areas where I excel and take pleasure, and I am eager to put my skills to work in helping your business grow and building trust with your clients. My experience includes several years of remote work with start-ups, as well as the ability to self-manage effectively and maintain a strong drive for perfection. My palpable passion for helping customers succeed and reach their goals is evident in my coaching approach. My friendly, caring, and upbeat personality translates well to my phone presence, as I have a talent for quickly building trust with clients and winning them over, even in challenging situations. I enjoy working collaboratively with others and am a dedicated team player who is always willing to help colleagues. Additionally, I have created training materials and conducted one-on-one and group training. I firmly believe that customer education plays a crucial role in the buying process today, and my goal is to become a Subject Matter Expert in order to provide customers with the knowledge and confidence necessary to make informed decisions. I am excited about the opportunity to work with you and bring my passion, charisma, and strong work ethic to your company. - $50/hr$50 hourly
Steven G.
- 4.8
- (1 job)
Freeport, NY Customer Success ManagersSalesDigital Marketing StrategyInternet MarketingSocial Media Marketing StrategyDigital MarketingCustomer RetentionCustomer DiscoverySocial Media TrainingCustomer AcquisitionSocial Media ManagementMost businesses do not need more random content or a bigger ad budget. They need their ads, website, content, and follow-up working together. I help businesses optimize paid campaigns and turn core content into a visibility system across search, social, video, email, ads, and sales follow-up. My core strength is campaign optimization. I look at where money, traffic, attention, and leads are leaking, then build a better system around the campaign. In my current role with a U.S. biomedical equipment manufacturer, I helped drive 45% revenue growth while cutting total ad spend 43%. I reduced Google Ads cost-per-conversion by more than 80%, rebuilt paid campaigns across Search, Display, Video, and Shopping, improved customer follow-up, closed deals up to $80K, and helped build marketing systems that support sales, distributors, content, and website growth. But paid ads alone are not enough. A strong blog, podcast, buyer guide, webinar, product page, or long-form video should not die after one post. It can become YouTube content, short-form clips, LinkedIn posts, SEO content, email copy, retargeting angles, landing page copy, and sales follow-up material. That is where I help. I connect campaign optimization with content visibility so your marketing stops working in separate pieces and starts working like a system. Hereโs what I can help with: โข Paid ads audits and campaign optimization โข Google Ads campaign restructuring across Search, Display, Video, Shopping, and retargeting โข Campaign targeting, keyword, budget, and ad copy review โข Landing page and website messaging audits โข SEO content strategy for blogs, service pages, product pages, and buyer guides โข Video-first content repurposing from podcasts, blogs, webinars, and long-form content โข Content pillar systems for YouTube, LinkedIn, TikTok, Instagram, email, and ads โข Sales follow-up sequences for leads, quotes, consultations, and inactive prospects โข Visibility audits that diagnose where your ads, content, website, and follow-up are breaking down The best fit is a business that already has a real product, service, or offer but needs sharper campaigns, clearer messaging, stronger content distribution, and a better path from visibility to revenue. If your ads are underperforming, your content is inconsistent, or your best ideas are trapped in one blog, podcast, video, or sales call, letโs turn that into a system. - $35/hr$35 hourly
Olakunle O.
- 5.0
- (5 jobs)
Lagos, LA Customer Success ManagersEmail Marketing StrategyEcommerce MarketingCustomer RetentionCustomer Lifecycle MessagingCustomer Relationship ManagementSMSZapierLanding PageMarketing StrategyEmail MarketingSales FunnelLead GenerationCRM AutomationMarketing AutomationAutomationHighLevelKlaviyoShopifyMarketing AnalyticsCustomer Retention StrategyMost teams treat their CRM like an SMS or newsletter tool. I treat it like a revenue growth engine. That shift is worth millions, and most brands don't see what they're losing until someone shows them. I've spent 4+ years in lifecycle and retention marketing, building the systems that turn one-time buyers into repeat customers and silent subscribers into reliable revenue. Klaviyo, Braze, Customer..io, Iterable, HubSpot, ActiveCampaign, Brevo, MailerLite, and GoHighLevel. Different platforms, same job: design the journeys that compound revenue after acquisition. Acquisition cost keeps rising. Paid social CAC has roughly doubled in three years. The brands winning now aren't spending more on ads. They're squeezing more from every customer they've already paid to acquire. Welcome flows that actually convert. Abandoned cart sequences that recover real money. Post-purchase journeys that turn first orders into second, third, tenth. Replenishment reminders that hit before the customer thinks to reorder. Win-back flows that pull churned subscribers back before they're gone. VIP tracks that protect the customers who matter most. When this work is done badly, it doesn't look like a fire. It looks like a slow leak. Brands quietly lose 20 to 40 percent of their potential lifetime value to broken flows, lazy segmentation, fatigued lists, and emails that quietly hit spam. The cost shows up in the gap between the revenue you're making and the revenue you should be. Recent build: a French health and wellness brand needed to turn cold leads into bookings and repeat customers. I designed a lead-to-booking lifecycle, segmented prospects by engagement state, ran email and SMS as one coordinated journey, and iterated weekly on cadence, copy, and channel mix. Over โฌ100,000 in attributed booked revenue. Lifted repeat-booking rate. Not by sending more emails. By sending the right email to the right segment, at the right moment. What I bring: - Platform fluency across the major lifecycle stacks. Triple Klaviyo certified. - Flow architecture that drives revenue, not vanity metrics. - SMS and WhatsApp as real channels, integrated with email. - Structured A/B testing weekly, not quarterly. Wins are documented in a reusable playbook. - AI in production. Claude and ChatGPT for copy and segmentation, n8n for sync, enrichment, and alerts. I work for founders, agencies, and growth teams. If your CRM should be earning more than it is, let's talk. - $150/hr$150 hourly
Dominick P.
- 5.0
- (0 jobs)
Philadelphia, PA Customer Success ManagersCustomer RetentionSalesData CleaningData AnalysisData IntegrationSalesforceSQL ProgrammingPre-SalesData InterpretationData MigrationData VisualizationLookerSQL๐ Sales Strategy & GTM Execution | $20M+ Impact | Fractional VP of Sales / CMO I specialize in transforming sales organizations. Over my career, Iโve been tied to $20M+ in attributable profit by helping companies build scalable systems, compelling messaging, and high-performance sales teams. Through my firm, Palma Consulting Services, I help startups and growing businesses accelerate revenue with a mix of sales strategy, process design, enablement, and marketing execution. Clients hire me for both project-based consulting and fractional leadership roles (VP of Sales, CMO, or Sales Ops). ๐ง What I Deliver โข Sales Strategy โ GTM frameworks, ICP refinement, sales motion mapping โข Sales Process & Automation โ Funnel design, pipeline optimization, tooling โข CRM Optimization โ HubSpot, Salesforce, and custom workflows that drive adoption โข Comp Plans & Commission Models โ Aligned incentives that scale โข Sales Enablement โ Call scripts, email sequences, playbooks, objection handling โข Collateral Creation โ Sales decks, battlecards, case studies, and more โข Lead Generation Support โ Targeting, messaging, and outbound strategy โข Copywriting & Email Campaigns โ High-converting messaging across channels ๐ How I Work โข Weekly calls and milestone reviews โข Shared Google Drive folder system for real-time collaboration โข Slack/WhatsApp/email access for day-to-day communication โข Transparent timelines and crystal-clear expectations ๐ง Background & Expertise โข 6+ years in B2B Sales & Marketing Strategy โข 5+ years Negotiation & Sales Management โข Background in Product Development & Contract Law โข Trusted by startups, agencies, and established SMBs โธป โ Proactive & Transparent โ Youโll always know whatโs happening and why โ Scale-Ready Systems โ I build repeatable processes that grow with you โ Client Obsessed โ I care about your results like theyโre my own โธป Letโs start with a free 15โ30 min strategy call to align on goals and identify the highest-ROI opportunities. Whether youโre building from scratch or ready to break through a plateau, Iโm here to help you win. - $35/hr$35 hourly
Salawu M.
- 4.9
- (201 jobs)
Lagos, LA Customer Success ManagersWooCommerceCRM AutomationCustomer RetentionEmail DeliverabilityA/B TestingShopifyEmail DesignAudience SegmentationEmail Marketing StrategyEmail Marketing Platform SupportEmail Campaign SetupEmail AutomationEcommerce MarketingEmail MarketingKlaviyo๐ ๐ก๐๐ฅ๐ฉ ๐๐๐จ๐ฆ๐ฆ๐๐ซ๐๐ ๐๐ซ๐๐ง๐๐ฌ ๐ ๐๐ง๐๐ซ๐๐ญ๐ ๐๐โ50% ๐จ๐ ๐ซ๐๐ฏ๐๐ง๐ฎ๐ ๐ญ๐ก๐ซ๐จ๐ฎ๐ ๐ก ๐๐ฅ๐๐ฏ๐ข๐ฒ๐จ ๐ฎ๐ฌ๐ข๐ง๐ ๐ฅ๐ข๐๐๐๐ฒ๐๐ฅ๐ ๐ฌ๐ญ๐ซ๐๐ญ๐๐ ๐ฒ, ๐๐๐ฏ๐๐ง๐๐๐ ๐ฌ๐๐ ๐ฆ๐๐ง๐ญ๐๐ญ๐ข๐จ๐ง, ๐๐ง๐ ๐ก๐ข๐ ๐ก-๐๐จ๐ง๐ฏ๐๐ซ๐ญ๐ข๐ง๐ ๐๐ฆ๐๐ข๐ฅ ๐๐ฅ๐จ๐ฐ๐ฌ & ๐๐๐ฆ๐ฉ๐๐ข๐ ๐ง๐ฌ. Built $10M+ in Klaviyo-attributed revenue for Shopify & WooCommerce brands. I donโt just โset up flows.โ I build ๐ฐ๐น๐ฒ๐ฎ๐ป, ๐๐ฐ๐ฎ๐น๐ฎ๐ฏ๐น๐ฒ ๐๐น๐ฎ๐๐ถ๐๐ผ ๐๐๐๐๐ฒ๐บ๐ that combine ๐๐๐ฟ๐ฎ๐๐ฒ๐ด๐, ๐๐ฒ๐ด๐บ๐ฒ๐ป๐๐ฎ๐๐ถ๐ผ๐ป, ๐ฑ๐ถ๐ฟ๐ฒ๐ฐ๐-๐ฟ๐ฒ๐๐ฝ๐ผ๐ป๐๐ฒ ๐ฐ๐ผ๐ฝ๐, ๐ฎ๐ป๐ฑ ๐ฎ๐๐๐ผ๐บ๐ฎ๐๐ถ๐ผ๐ป, designed to grow with your brand long-term. ๐ช๐ต๐ฎ๐ ๐ ๐๐ฐ๐๐๐ฎ๐น๐น๐ ๐๐ผ (๐๐ป๐ฑ ๐ช๐ต๐ฎ๐ ๐๐น๐ถ๐ฒ๐ป๐๐ ๐๐ถ๐ฟ๐ฒ ๐ ๐ฒ ๐๐ผ๐ฟ) I help ecommerce brands with end-to-end Klaviyo ownership, including: โ๏ธ ๐๐ถ๐ณ๐ฒ๐ฐ๐๐ฐ๐น๐ฒ ๐๐๐ฟ๐ฎ๐๐ฒ๐ด๐ (pre-purchase โ post-purchase โ retention) โ๏ธ ๐๐ฑ๐๐ฎ๐ป๐ฐ๐ฒ๐ฑ ๐๐ฒ๐ด๐บ๐ฒ๐ป๐๐ฎ๐๐ถ๐ผ๐ป (behavioral, purchase-based, engagement-based) โ๏ธ High-converting email flows & automations โ๏ธ Weekly & monthly campaign strategy + execution โ๏ธ Email + SMS setup, optimization, and deliverability โ๏ธ Klaviyo integrations with Shopify & WooCommerce โ๏ธ Audits, migrations, and rebuilds (clean + documented) ๐๐ผ๐ฟ๐ฒ ๐๐น๐ฎ๐๐ถ๐๐ผ ๐๐น๐ผ๐๐ ๐ ๐๐๐ถ๐น๐ฑ & ๐ข๐ฝ๐๐ถ๐บ๐ถ๐๐ฒ โ Welcome Series โ Abandoned Cart & Checkout Abandonment โ Browse Abandonment โ Post-Purchase (education, upsell, cross-sell) โ Winback / Re-engagement โ Customer Appreciation & Review Requests โ Back-in-Stock & Product Launch Flows ๐๐ฎ๐ฐ๐ต ๐ณ๐น๐ผ๐ ๐ถ๐ ๐ฏ๐๐ถ๐น๐ ๐๐ถ๐๐ต: Clear triggers and exit logic Conversion-focused copy Personalization and conditional logic Clean, mobile-first email design aligned with brand guidelines Revenue attribution tracking ๐๐ฎ๐บ๐ฝ๐ฎ๐ถ๐ด๐ป๐ ๐ง๐ต๐ฎ๐ ๐๐ฐ๐๐๐ฎ๐น๐น๐ ๐๐ฟ๐ถ๐๐ฒ ๐ฅ๐ฒ๐๐ฒ๐ป๐๐ฒ I also manage ongoing campaigns, including: โ๏ธ Weekly value-driven campaigns โ๏ธ Product highlights & education emails โ๏ธ Holiday & seasonal promotions โ๏ธ Black Friday / Cyber Monday strategy โ๏ธ Text-based + graphic-based campaigns (tested for performance) Everything is aligned to your ๐๐ผ๐๐ฟ ๐ฐ๐ฎ๐บ๐ฝ๐ฎ๐ถ๐ด๐ป ๐ฐ๐ฎ๐น๐ฒ๐ป๐ฑ๐ฎ๐ฟ, ๐๐ฒ๐ด๐บ๐ฒ๐ป๐๐ฎ๐๐ถ๐ผ๐ป, ๐ฎ๐ป๐ฑ ๐ฏ๐๐๐ถ๐ป๐ฒ๐๐ ๐ด๐ผ๐ฎ๐น๐ not random blasts. ๐โ๐๐ฒ ๐ต๐ฒ๐น๐ฝ๐ฒ๐ฑ ๐ฏ๐ฟ๐ฎ๐ป๐ฑ๐: โ Build Klaviyo accounts from scratch โ Migrate and consolidate multiple Klaviyo accounts โ Audit and optimize underperforming flows โ Scale email into a meaningful revenue driver (20โ40%+ of total revenue) Iโm comfortable owning the channel end-to-end โ from strategy and execution to reporting, A/B testing, optimization, and email + SMS coordination (Klaviyo SMS, Attentive, Postscript). ๐ฃ๐น๐ฎ๐๐ณ๐ผ๐ฟ๐บ๐ & ๐ง๐ผ๐ผ๐น๐ ๐ ๐ช๐ผ๐ฟ๐ธ ๐ช๐ถ๐๐ต Klaviyo (expert level) Shopify & WooCommerce Omnisend โ Klaviyo alternative Figma ActiveCampaign HubSpot Postscr GoHighLevel (GHL) Mailchimp Attentive Figma Postscript ๐๐น๐ถ๐ฒ๐ป๐ ๐ฅ๐ฒ๐๐๐น๐๐ & ๐๐ฒ๐ฒ๐ฑ๐ฏ๐ฎ๐ฐ๐ธ โญโญโญโญโญ Really good with setting up email flows! Will be hiring again for future projects! โญโญโญโญโญ Pleasure to work with, knows Klaviyo well, prompt and professional โญโญโญโญโญHe helped increase my clients revenue by 20%. He is truly amazing at what he does. I highly recommend him to everyone and I am looking forward to working with him in the future!" โญโญโญโญโญ Salawu is a pro. Always available. He help me put my Klaviyo to better use. Created the entire design and flows and triggers. Put together campaigns and emails. Hired him for one task and been with him ever since ๐ก๐๐ซ๐ง ๐ฆ๐ง๐๐ฃ๐ฆ Click โ๐๐ป๐๐ถ๐๐ฒ ๐๐ผ ๐๐ผ๐ฏโ, send a quick message, and letโs discuss how we can turn Klaviyo into one of your ๐ต๐ถ๐ด๐ต๐ฒ๐๐-๐ฅ๐ข๐ ๐ฐ๐ต๐ฎ๐ป๐ป๐ฒ๐น๐. - $35/hr$35 hourly
Kevin I.
- 5.0
- (9 jobs)
Davao, DAVAO DEL SUR Customer Success ManagersCustomer Relationship ManagementRoot Cause AnalysisQA ManagementBusiness OperationsCustomer RetentionPeople ManagementZendeskEmail CommunicationTelemarketingStrategic and results-oriented Administrative and Business Support Specialist with over a decade of experience in optimizing operational workflows, streamlining administrative processes, and supporting organizational goals with precision. Known for impeccable attention to detail, proactive problem-solving, and an unwavering commitment to excellence, I bring proven expertise in managing high-stakes tasks and enhancing productivity for teams and executives alike. Leveraging advanced organizational skills and a solutions-focused approach, I excel in creating efficient systems, handling complex scheduling, managing communications, and ensuring data accuracy across all administrative functions. With a strong foundation in business support, I am adept at managing multiple priorities in high-pressure environments and adapting to evolving needs to maximize productivity and support overall business objectives. Core Competencies: Executive & Team Support | Operations Management | Project Coordination Document Control & Data Integrity | Task Prioritization & Process Improvement Effective Communication | Confidentiality & Professional Discretion With a proactive, results-oriented approach, I am committed to delivering top-tier administrative and business support, ensuring your organization's success and growth. - $60/hr$60 hourly
Matthew G.
- 4.8
- (48 jobs)
Chicago, IL Customer Success ManagersEcommerceMarketing AutomationEmail DeliverabilityEmail DesignEmail ManagementEmail & NewsletterEmail Campaign SetupEmail CampaignEmail TemplateFigmaEmail CopywritingEmail Marketing StrategyEmail Marketing ConsultationPostScriptCustomer RetentionShopifyKlaviyoCopywritingEmail MarketingLead Generation๐ 5+ years of experience โ Expert Email Marketer ๐ฉ 500M+ total emails sent ๐ฐ $50M+ in attributable revenue generated ๐ 100+ clients in 20+ industries ๐ Worked with 10 8-figure brands I have helped 100+ Shopify DTC brands turn Klaviyo email and SMS marketing into their highest-revenue channel - generating $50M+ in attributable email revenue over 5+ years, across 20+ industries, with 500M+ emails sent. I do the work myself, I price it fairly, and I only commit to results I am confident I can deliver. โญ๏ธโญ๏ธโญ๏ธโญ๏ธโญ๏ธ "This is quality work. A lot of other people talk, but it seems like they don't have an idea of what theyโre really talking about... Matt provided a lot of actionable insights that we could get started on and helped refine our email strategy." โ Rick, Co-Founder of Rest. com Notable clients include: * Rest. com * Theradome * Giordano's * Dr. Kellyann * Erika Kullberg * Caleb Hammer * Hankโs Belts * Omnilux * Unbound Merino * Mito Red Light * Sauna Space * Nature M.D. * Darn Good Yarn ๐๐๐ฌ ๐ฅ๐๐ฆ๐จ๐๐ง๐ฆ: - $2.9M in email revenue for a DTC leather goods brand through rebuilt Klaviyo flows and conversion-focused email copywriting - $1.3M in 30 days from Klaviyo campaigns for an 8-figure men's leather goods brand during Black Friday and holiday season - $748K in 90 days for a red light therapy brand through educational Klaviyo email campaigns and new flow architecture - $86K in 43 days from a standing desk brand that had $0 in Klaviyo revenue before the engagement - 57% of total store revenue attributed to email and SMS marketing for a 7-figure sleepwear brand - $30M+ in attributable email revenue generated across the full client portfolio โญ๏ธโญ๏ธโญ๏ธโญ๏ธโญ๏ธ "Matthew did outstanding work on this project. Got up to speed on our brand extremely quickly, and immediately elevated our email creative and messaging." โ Daniel Gilland, Director of Ecommerce, Giordano's ๐ง๐๐๐ ๐ฆ๐ง๐๐๐ ๐๐ก๐ ๐๐ ๐๐๐ ๐ ๐๐ฅ๐๐๐ง๐๐ก๐ ๐ง๐ข๐ข๐๐ฆ I build and manage email and SMS marketing programs using the tools that high-growth Shopify DTC brands rely on: - Email and SMS platforms: Klaviyo, Attentive, Postscript, Sendlane, Braze, Omnisend - Email design: Figma, Klaviyo native editor - Lead generation and list growth: Alia Popups - Reviews and retention: Okendo, Smile, LOOX - Project management: Slack, ClickUp, Basecamp, Asana These tools power every stage of the email marketing funnel - from lead generation and list building through flow automation, campaign execution, and revenue attribution inside Klaviyo. ๐ช๐๐๐ง ๐ฆ๐๐ง๐ฆ ๐ ๐ฌ ๐๐ ๐๐๐ ๐ ๐๐ฅ๐๐๐ง๐๐ก๐ ๐๐ฃ๐ฃ๐ฅ๐ข๐๐๐ ๐๐ฃ๐๐ฅ๐ง If you're here, it's probably because: ๐ You're barely breaking even from your paid acquisition ๐ You feel like your business is missing out on tons of retention revenue from email and SMS ๐ You feel like you're not scaling as fast as you should be Well, after doing email marketing for 5+ years, generating $30M+ in client revenue, and working with 100+ clients (many of them being 8-figure brands)... I realized that there are many more ways you can retain your customers to get them to come back and shop with you than just using email marketing... That's where the ACR Framework was born. It goes beyond Klaviyo flows and email campaigns to address where each brand actually is in their retention maturity - and what they specifically need to move to the next stage of growth. Here's a broad overview of how it works: โ Advanced Content Calendar Strategies that will get more subscribers to open your emails (which applies to virtually all industries) โ Secret Flow Strategies and Tactics that can help you make up to 25% of your total revenue on autopilot โ Creative, On-Brand Copywriting that gets your reader's attention and makes them eager to shop โ Secret sales channels 99% of businesses aren't using that can add 5-10% to your MRR โ Lifecycle Marketing Tactics for a better idea of the entire customer journey โ Advanced Reporting to track business KPI's you're likely missing โ Not Well-Known Email/SMS Strategies that boost your overall growth โ Record-Breaking Product Launch Strategies โ List Growth Strategies for quality leads โผ๏ธ ๐๐๐ฅ๐ ๐ ๐ ๐๐ ๐ฌ๐ข๐จ ๐ก๐๐๐ โผ๏ธ - Klaviyo email marketing that generates 30-50% of your total store revenue - Email flows and campaigns built, written, and managed by one person who owns the results - An email copywriter who understands DTC brand voice and conversion psychology - A Klaviyo audit that shows you exactly where your retention revenue is leaking - Email and SMS marketing that works together as a single, compounding retention engine If you want Klaviyo email marketing that makes your business more profitable without spending more on ads - send me a message. Every engagement starts with a free audit. - $35/hr$35 hourly
Zarc L.
- 5.0
- (6 jobs)
Bournemouth, ENGLAND Customer Success ManagersCustomer ServiceOrder FulfillmentSupply Chain ManagementCustomer RetentionOrder ManagementComputer SkillsPublic SpeakingTeaching English as a Foreign Language CertificationOrder ProcessingComplaint ManagementTeam ManagementWith a proven track record in process optimization and service improvement, I specialize in driving positive change through both small and large-scale initiatives. Known for my positive attitude and ability to lead in a warm but deliberate way, I strive to create a welcoming, progress-focused atmosphere (even remotely), I excel in building strong rapport and clear communication lines with both clients and colleagues. This in turns allows for improved feedback loops to adjacent departments and teams within the businesses I work with. I have extensive experience in creating and improving SOPs and in translating complex/high-level concepts into easy-to-understand training materials and resources. Passionate about making information accessible, I ensure knowledge is easily shared and applied throughout the team and the business. Outside of work, I engage in charity work that involves connecting with people individually and adapting communication styles, alongside public speaking to audiences of 300+. Team Leadership Qualities Highly organized Professional Adept at learning & computer literate MS Office G-Suite HubSpot Freshdesk Shopify Trello Ordering processes Problem-solving Complaint management Telephone/email handling Want to browse more talent?
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