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Klaviyo is seeking a Director of Customer Success for Enterprise to lead a strategic function within the Customer Success organization. You will manage a team of approximately 40–50 Enterprise CSMs organized under 5–7 regional managers across North America, reporting directly to the Vice President of Customer Success.
In this role, you own the end-to-end Enterprise customer experience post-onboarding, with accountability for retention and cross-sell/upsell metrics. You will partner with the VP to set clear goals, cascade objectives to all CSMs, and ensure data-driven decision-making across the team. Your responsibilities include:
• Leading and developing a multi-layered management team, coaching managers on effective 1:1s, accountability, performance management, and inclusive culture.
• Collaborating cross-functionally with Sales, Onboarding, Product, Finance, and Marketing to deliver aligned customer experiences and improve sentiment.
• Identifying and executing strategies to improve and scale the customer experience, mitigating risk at scale.
• Acting as an escalation point for complex customer and team issues, building strong relationships with economic buyers in key accounts.
• Leveraging data and metrics to inform strategic decisions; reviewing KPIs and highlighting wins, risks, and opportunities with the VP.
• Optimizing account assignment and work distribution for balanced coverage and team efficiency.
• Incorporating AI tools (Claude, ChatGPT, Gleen) to strengthen account strategies, develop prompt frameworks, and inform renewal and expansion decisions.
You bring 10+ years in Customer Success or GTM leadership, including 5+ years managing people leaders (not just individual contributors), ideally in SaaS or subscription businesses. You have a proven track record scaling multi-layered Enterprise CS organizations with 40+ CSMs and direct accountability for retention and expansion targets. You are results-driven, collaborative, innovative, and excel at translating executive vision into executable plans while maintaining humility and open-mindedness.
