The opportunity
As 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…
What you'll do
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.
What they're looking for
- 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.
