About the company
Klaviyo is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. We value unique backgrounds and experiences.
Responsibilities
- Partner with the Vice President of CS to plan and direct a world-class Enterprise CSM function.
- 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.
- Keep the customer journey at the center of every decision, identify opportunities to improve and scale the customer experience.
- Partner proactively with marketing, sales, finance, and product to achieve shared goals.
- Leverage data and objective measures to make key business decisions.
- Analyze issues and problem-solve in an objective, scalable way.
- Act as an escalation point for managers and customers.
- Hire and develop managers.
- Leverage AI (Claude, Gleen, ChatGPT) to strengthen complex account strategies.
- Develop advanced prompt frameworks for complex, multi-step tasks.
- Transform workflows by putting AI at the center.
Requirements
- 10+ years in Customer Success or related GTM leadership, including 5+ years managing people leaders.
- Proven track record scaling and leading a multi-layered Enterprise CS organization (40+ CSMs across several regional managers).
- Ability to translate executive goals into team-wide plans.
- Strong cross-functional operator.
- Data-driven decision-maker.
- Experience hiring and leading a high-performing team.
- Comfortable as an executive-level escalation point.
- Successful balancing humility and directness.
- You've already experimented with AI in work or personal projects.