Director, Customer Success - Enterprise

<div class="content-intro"><p><em>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 <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a>&nbsp;to see how we empower creators to own their own destiny.</em></p></div><h2><strong>About the Role</strong></h2> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p> <h2><strong>How You’ll Make a Difference</strong></h2> <ul> <li>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.</li> <li>Manage a team of ~40–50 Enterprise CSMs (5–7 managers, each with 5–10 CSMs) regionally dispersed across North America.</li> <li>Collaborate cross-functionally with Sales, Onboarding, CSM, and Technical Solutions Architects to deliver a strong, aligned customer experience and improve customer sentiment.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Analyze issues and problem-solve in an objective, scalable way; assign accounts and distribute work across the team for optimal coverage and balance.</li> <li>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.</li> <li>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.</li> <li>Leverage AI (Claude, Gleen, ChatGPT) to strengthen complex account strategies, identify high-impact use cases, and share best practices with the team.</li&gt