The opportunity
Klaviyo’s customers in Asia Pacific and Japan are growing fast, and this leader will build the customer success function that grows with them. You will own retention, adoption, expansion, and customer experience across the region, lead a team of managers and CSMs, helping to…
What you'll do
Be a core member of the Customer Success Senior Leadership Team, helping: guide the future of the department and the wider business.
Work with CX leadership to set goals, objectives, execution plans, and team: metrics, and make sure goals cascade to every CSM.
Review key metrics with CX leadership, covering highlights, lowlights, risks,: and opportunities across your customer base.
Be a key leader in APJ, shaping the culture of the region and creating an: inclusive team culture by leading with humility, integrity, and openness to feedback.
Develop a cost-efficient organization that maintains a high standard of excellence in customer support.
Manage multiple Customer Success teams, likely across more than one location,: including hiring, performance management, and development.
What they're looking for
- Hire and develop managers, coaching them on effective 1:1s, team meetings,: accountability, stretching top talent, and performance management.
- Build a candidate pipeline and bring new talent into the organization with clear expectations.
- Assign accounts and distribute work for optimal customer coverage and team balance.
- Hold your teams accountable for KPIs on platform adoption, renewal,: expansion, and advocacy, and set success metrics for ROI.
