Manager, Customer Success

Responsibilities

• Build, hire, and manage a high-performing team of Enterprise Customer Success Managers
• Coach and develop individual contributors through regular performance management and career development
• Own key business outcomes including Net Revenue Retention, expansion, and churn mitigation
• Develop and execute customer engagement models and success plans to drive product adoption
• Analyze customer usage patterns and business trends to identify risks and opportunities
• Foster strong relationships with executive stakeholders internally and externally
• Lead strategic account planning and business review cadences
• Partner cross-functionally to define processes and operating motions
• Transform workflows by integrating AI into systems and ways of working

Requirements

• Strong experience in enterprise customer management
• Proven track record of leading teams and driving measurable customer outcomes
• Experience with customer success and CRM tooling such as Salesforce and Gainsight
• Ability to navigate complex customer relationships and drive retention and expansion
• Highly analytical with the ability to use data to inform decisions
• Excellent communication skills for engaging with senior decision-makers
• Experience in SaaS and Martech is strongly preferred
• Interest in exploring and implementing AI tools and workflows

About the Company

Klaviyo empowers creators to own their destiny by making first-party data accessible and actionable. We develop technology to nurture personalized experiences in ecommerce and beyond.