About this role
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.
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.
This role is equal parts people leadership, segment strategy, and operational execution. You will partner closely with Sales, Professional Services, Support, Product, Solution Architects, Onboarding, Renewal Management, Partner Success, and Operations to help customers achieve business outcomes, mitigate risk, and identify opportunities for growth.
How you'll make a difference
• 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