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Customer Success is a critical part of the success of our customers and of Klaviyo. Our mission is to exceed customer expectations and help customers grow, and we are looking for a leader who can scale that impact across our Mid-Enterprise segment.
About the roleAs the Manager, Customer Success - Mid-Enterprise, you will lead a team of Customer Success Managers focused on delivering a high-touch, proactive engagement model for some of Klaviyo’s most strategic and high-growth customers. You will be reporting into Senior-Director for EMEA Customer Success, with close collaboration with the Director for Large Enterprise Customer Success.
Your mission involves fostering intensive customer relationships and mentoring your team to establish broad multi-threaded networks within accounts. You will guide them in navigating complex executive-level stakeholder environments and designing adoption strategies that ensure clients achieve their desired business results.
You will be responsible for hiring, coaching, developing, and leading a team in a fast-paced and rapidly changing environment, while helping define the operating rhythms, engagement model, and cross-functional partnerships needed to drive long-term customer value.
This role is equal parts people leadership, segment strategy, and operational execution. You will partner closely with Sales, Professional Services, Support, Product, Solution Architects, Onboarding, Renewal Management, Partner Success, and Operations to help customers achieve business outcomes, mitigate risk, and identify opportunities for growth.
How you'll make a difference- Build, hire, and manage a high-performing team of Enterprise Customer Success Managers.
- Coach and develop individual contributors through regular performance management, career development, and hands-on support in day-to-day customer strategy and escalations.
- Own key business outcomes for the segment, including Net Revenue Retention, expansion, churn mitigation, and overall customer satisfaction.
- Develop and execute customer engagement models and success plans that drive product adoption, customer health, retention, and accelerated growth across Enterprise accounts.
- Analyze customer usage patterns, sentiment, and business trends to identify risks, surface opportunities, and shape segment strategy.
- Foster strong relationships with executive stakeholders internally and externally, acting as an advocate for customers while helping the business prioritize the right actions and product improvements.
- Lead strategic account planning, white space prioritization, and business review cadences to uncover growth opportunities and strengthen long-term partnerships.
- Partner cross-functionally to define processes, rules of engagement, and operating motions that improve the Enterprise customer experience and enable your team to perform at a high level.
- Remove roadblocks, improve team operations, and create an environment rooted in collaboration, accountability, learning, and inclusion.
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
- You have strong experience in enterprise customer management, with a track record of leading through complexity and driving measurable customer outcomes.
- You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
- You are an experienced people leader who knows how to coach individual contributors, set a high bar for performance, and build productive teams.
- You have demonstrated success managing complex customer relationships and driving retention, customer satisfaction, and expansion.
- You bring strong business acumen and can translate customer goals into clear plans, value-based conversations, and outcome-oriented execution.
- You are highly analytical and comfortable using data to identify trends, assess performance, and inform decisions.
- You are an excellent communicator who can engage effectively with stakeholders at all levels, including senior customer decision-makers and internal cross-functional partners.
- You are comfortable navigating ambiguity, handling escalations, and solving problems in a thoughtful, customer-centric way.
- You have experience with customer success and CRM tooling such as Salesforce and Gainsight; experience in SaaS and Martech is strongly preferred.
- You are energized by fast-paced environments, continuous learning, and building strong partnerships across the business.
This leader will help shape how Klaviyo serves and grows its overall Enterprise customer base in EMEA by building a strong team, creating clear operating rhythms, and ensuring customers realize long-term value from the platform
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.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.
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.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.
By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.
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.
Klaviyo London, England Office
5th Floor, 106 Fenchurch Street, London, United Kingdom, EC3M 5JD
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