Job description

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. Want to learn more about life at Klaviyo? Visit klaviyo.com/careers to see how we empower creators to own their own destiny. About the Role As a strategic leader of the Customer Success organization, our job is to solve for both the customer experience and our employee experience. We do this by creating trust with our customers and our team through humility and open-mindedness, and by giving the team a strong sense of purpose as part of the Customer Success organization. Our job is to empower the team by giving them the clear vision, direction, and support they need to grow and help our customers own their growth. As Director of Enterprise CSMs, you'll lead a team of managers to deliver the Enterprise CSM team's vision: a world-class customer experience. You'll own the growth and development of your team, drive efficiency through improved process and operationalized plans, act as an escalation point for customer and team issues, and lead your team to develop and execute the strategies needed to reach Klaviyo's business goals. You'll report to the Vice President of Customer Success and focus on refining the Enterprise customer experience, collaborating closely with Onboarding, Sales, Finance, Product, and Marketing leaders to build out the upmarket customer engagement model. You'll fully own the Enterprise customer experience post-onboarding, with success measured against retention and cross-sell numbers for the North American Enterprise CSM team. You're highly collaborative and innovative, with a track record of relentless and effective execution. You're results-driven, you ensure data informs every decision, and you're excited to tackle some of Klaviyo's most challenging opportunities for improving the customer experience. How You’ll Make a Difference Partner with the Vice President of CS to plan and direct a world-class Enterprise CSM function through clear goal setting, objectives, plans of execution, and team metrics, and ensure goals cascade to all CSMs. Manage a team of ~40–50 Enterprise CSMs (5–7 managers, each with 5–10 CSMs) regionally dispersed across North America. Collaborate cross-functionally with Sales, Onboarding, CSM, and Technical Solutions Architects to deliver a strong, aligned customer experience and improve customer sentiment. Keep the customer journey at the center of every decision, identify opportunities to improve and scale the customer experience, and mitigate customer risk at scale with cross-functional partners. Partner proactively with marketing, sales, finance, and product to achieve shared goals — including in sensitive situations where you need to shift thinking or gain buy-in without damaging the relationship. Leverage data and objective measures to make key business decisions; review key objectives and success metrics with the Vice President of CS, highlighting wins, risks, and opportunities across your customer base. Analyze issues and problem-solve in an objective, scalable way; assign accounts and distribute work across the team for optimal coverage and balance. Act as an escalation point for managers and customers, building strong relationships with economic buyers and champions in key accounts to protect renewals and drive upsell/cross-sell. Hire and develop managers — coaching on effective 1:1s, team meetings, accountability, stretching top talent, and performance management — while modeling an inclusive culture built on humility, open-mindedness, and high integrity. Leverage AI (Claude, Gleen, ChatGPT) to strengthen complex account strategies, identify high-impact use cases, and share best practices with the team. Develop advanced prompt frameworks for complex, multi-step tasks, train the team on prompt strategy and iteration, and use predictive AI signals to inform renewal and expansion strategy. Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up. Who You Are 10+ years in Customer Success or related GTM leadership, including 5+ years managing people leaders (not just individual contributors), ideally within a SaaS or subscription business. Proven track record scaling and leading a multi-layered Enterprise CS organization (40+ CSMs across several regional managers), with direct accountability for retention and cross-sell/upsell targets. Ability to translate executive goals into team-wide plans — setting clear objectives, cascading metrics, and holding managers accountable for execution. Strong cross-functional operator, able to align Sales, Onboarding, Product, Marketing, and Finance around a shared customer experience, and to shift thinking or gain buy-in in sensitive situations without damaging the relationship. Data-driven decision-maker who uses account health signals, retention/expansion data, and predictive analytics to guide strategy and resource allocation. Experience hiring and leading a high-performing team. Comfortable as an executive-level escalation point, building trusted relationships with economic buyers and champions inside complex enterprise accounts. Successful balancing humility and directness — building trust through open-mindedness, giving and receiving feedback well, and creating an inclusive team culture by example. 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 use AI tools to accelerate exploration, shorten iteration cycles, and bring sharper ideas to the table. Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. 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 benefits based on eligibility. Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process. Base Pay Range For US Locations: $168,000 — $252,000 USD This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance. Get to Know Klaviyo We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us. AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process . For more information about how we process your personal data, see our Job Applicant Privacy Notice . Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law. IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls. By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).

Requirements

Must-haves

How You’ll Make a Difference
Partner with the Vice President of CS to plan and direct a world-class Enterprise CSM function through clear goal setting, objectives, plans of execution, and team metrics, and ensure goals cascade to all CSMs.
Manage a team of ~40–50 Enterprise CSMs (5–7 managers, each with 5–10 CSMs) regionally dispersed across North America.
Collaborate cross-functionally with Sales, Onboarding, CSM, and Technical Solutions Architects to deliver a strong, aligned customer experience and improve customer sentiment.
Keep the customer journey at the center of every decision, identify opportunities to improve and scale the customer experience, and mitigate customer risk at scale with cross-functional partners.
Partner proactively with marketing, sales, finance, and product to achieve shared goals — including in sensitive situations where you need to shift thinking or gain buy-in without damaging the relationship.
Leverage data and objective measures to make key business decisions; review key objectives and success metrics with the Vice President of CS, highlighting wins, risks, and opportunities across your customer base.
Analyze issues and problem-solve in an objective, scalable way; assign accounts and distribute work across the team for optimal coverage and balance.
Act as an escalation point for managers and customers, building strong relationships with economic buyers and champions in key accounts to protect renewals and drive upsell/cross-sell.
Leverage AI (Claude, Gleen, ChatGPT) to strengthen complex account strategies, identify high-impact use cases, and share best practices with the team.
Develop advanced prompt frameworks for complex, multi-step tasks, train the team on prompt strategy and iteration, and use predictive AI signals to inform renewal and expansion strategy.
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
10+ years in Customer Success or related GTM leadership, including 5+ years managing people leaders (not just individual contributors), ideally within a SaaS or subscription business.
Proven track record scaling and leading a multi-layered Enterprise CS organization (40+ CSMs across several regional managers), with direct accountability for retention and cross-sell/upsell targets.
Ability to translate executive goals into team-wide plans — setting clear objectives, cascading metrics, and holding managers accountable for execution.
Data-driven decision-maker who uses account health signals, retention/expansion data, and predictive analytics to guide strategy and resource allocation.
Experience hiring and leading a high-performing team.
Comfortable as an executive-level escalation point, building trusted relationships with economic buyers and champions inside complex enterprise accounts.
Successful balancing humility and directness — building trust through open-mindedness, giving and receiving feedback well, and creating an inclusive team culture by example.
You use AI tools to accelerate exploration, shorten iteration cycles, and bring sharper ideas to the table.
Get to Know Klaviyo
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.

Nice-to-haves

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Effort: quick

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