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Salary: GBP 72,000 - 108,000 / annual
Klaviyo, a NYSE-listed enterprise technology company, is seeking a Senior Customer Success Manager for its London office to support enterprise customers across EMEA. The role is hybrid (3 days in office) and focuses on delivering exceptional customer experiences while driving revenue growth through Net Revenue Retention.
You will serve as a trusted advisor to enterprise customers, developing customized success plans aligned with their business goals. Key responsibilities include:
- Building and nurturing relationships with multiple stakeholders across customer accounts
- Driving positive Net Revenue Retention by identifying expansion opportunities, mitigating churn risk, and supporting upgrades
- Developing strategies to increase email, SMS, and digital channel revenue through the Klaviyo platform
- Proactively reviewing customer performance, addressing issues, and ensuring consistent messaging
- Keeping customers informed of product releases and new features
- Providing feedback to Product and Engineering teams to enhance customer engagement
- Collaborating with internal teams to foster a positive, inclusive environment
- Supporting customers in achieving key goals using Klaviyo's software
- Engaging in commercial conversations and account expansion discussions
Klaviyo's platform empowers businesses to create personalized, data-driven marketing campaigns. The company has been named one of the UK's Great Places to Work for three consecutive years and emphasizes AI fluency, responsible AI use, and customer-first values.
Up to 10% travel may be required for onboarding, client work, team meetings, and industry events.
REQUIREMENTS:
- 5+ years of customer success or account management experience with a proven track record of building and nurturing relationships with multiple stakeholders
- Background in campaign management, CRM, digital marketing, data, analytics, or marketing technology solutions
- Experience with marketing automation technologies
- Proven track record of advising customers or executing marketing strategies
- Experience explaining how to achieve key goals using software with end users
- Track record of creative problem-solving for customers
- Comfortable discussing and supporting commercial conversations
- Experience with G-Suite, Gainsight, Salesforce, or similar tools
- Familiarity with AI tools and willingness to explore new AI workflows responsibly
- Excellent organizational, project management, and communication skills (phone, video, email)
- Ability to thrive in a collaborative, fast-paced environment
- Adaptable and eager to learn
