customer support
Posted 3 days agoManager, Customer Success - Mid-Enterprise (Northern)
at Klaviyo
London, United KingdomHybrid
Responsibilities
- 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.
- Lead strategic account planning, white space prioritization, and business review cadences to uncover growth opportunities and strengthen long-term partnerships.
Requirements
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up. Who you are 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.
- experience with customer success and CRM tooling such as Salesforce and Gainsight;
- experience in SaaS and Martech is strongly preferred.
Benefits
- Our salary range reflects the cost of labour in the country where the job post is advertised.
- The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
- In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing
- Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
- Base Pay Range in Local Currency: £88,000 — £132,000 GBP
Contact
- Want to learn more about life at Klaviyo? Visit klaviyo.com/careers to see how we empower creators to own their own destiny.
Additional details
- 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.
- Customer Success is a critical part of the success of our customers and of Klaviyo.
- Our mission is to exceed customer expectations and help customers grow, and we are looking for a leader who can scale that impact across our Mid-Enterprise segment. About the role
- 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 Customer Success, with close collaboration with the Director for Large Enterprise Customer Success.
- Your mission involves fostering intensive customer relationships and mentoring your team to establish broad multi-threaded networks within accounts.
- You will guide them in navigating complex executive-level stakeholder environments and designing adoption strategies that ensure clients achieve their desired business results.
- You will be responsible for hiring, coaching, developing, and leading a team in a fast-paced and rapidly changing environment, while helping define the operating rhythms, engagement model, and cross-functional partnerships needed to drive long-term customer value.