Klaviyo unifies AI-powered email marketing and SMS to drive growth, retention, and measurable results. Build personalized, omnichannel experiences across WhatsApp, ecommerce, and more with K:AI Agents. Backed by Accel.
About the role
As a strategic leader of the Customer Success organization, our job is to solve for both the customer experience and our employee experience. We do this by creating trust with our customers and our team through humility and open-mindedness, and by giving the team a strong sense of purpose as part of the Customer Success organization. Our job is to empower the team by giving them the clear vision, direction, and support they need to grow and help our customers own their growth.
What they're looking for
- 10+ years in Customer Success or related GTM leadership, including 5+ years managing people leaders (not just individual contributors), ideally within a SaaS or subscription business
- Proven track record scaling and leading a multi-layered Enterprise CS organization (40+ CSMs across several regional managers), with direct accountability for retention and cross-sell/upsell targets
- Ability to translate executive goals into team-wide plans — setting clear objectives, cascading metrics, and holding managers accountable for execution
- Data-driven decision-maker who uses account health signals, retention/expansion data, and predictive analytics to guide strategy and resource allocation
- Experience hiring and leading a high-performing team
- Comfortable as an executive-level escalation point, building trusted relationships with economic buyers and champions inside complex enterprise accounts
More about this role
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 klaviyo.com/careers to see how we empower creators to own their own destiny.
As a strategic leader of the Customer Success organization, our job is to solve for both the customer experience and our employee experience. We do this by creating trust with our customers and our team through humility and open-mindedness, and by giving the team a strong sense of purpose as part of the Customer Success organization. Our job is to empower the team by giving them the clear vision, direction, and support they need to grow and help our customers own their growth.
As Director of Enterprise CSMs, you'll lead a team of managers to deliver the Enterprise CSM team's vision: a world-class customer experience. You'll own the growth and development of your...
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