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.
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