Manager, Customer Success - Mid-Enterprise (Northern) 

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 while helping the business prioritize the right actions and product improvements.
• Lead strategic account planning, white space prioritization, and business review cadences to uncover growth opportunities and strengthen long-term partnerships.
• Partner cross-functionally to define processes, rules of engagement, and operating motions that improve the Enterprise customer experience and enable your team to perform at a high level.
• Remove roadblocks, improve team operations, and create an environment rooted in collaboration, accountability, learning, and inclusion.
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

Who you are

• You have strong experience in enterprise customer management, with a track record of leading through complexity and driving measurable customer outcomes.
• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
• You are an experienced people leader who knows how to coach individual contributors, set a high bar for performance, and build productive teams.
• You have demonstrated success managing complex customer relationships and driving retention, customer satisfaction, and expansion.
• You bring strong business acumen and can translate customer goals into clear plans, value-based conversations, and outcome-oriented execution.
• You are highly analytical and comfortable using data to identify trends, assess performance, and inform decisions.
• You are an excellent communicator who can engage effectively with stakeholders at all levels, including senior customer decision-makers and internal cross-functional partners.
• You are comfortable navigating ambiguity, handling escalations, and solving problems in a thoughtful, customer-centric way.
• You have experience with customer success and CRM tooling such as Salesforce and Gainsight; experience in SaaS and Martech is strongly preferred.
• You are energized by fast-paced environments, continuous learning, and building strong partnerships across the business.

Why this role matters

This leader will help shape how Klaviyo serves and grows its overall Enterprise customer base in EMEA by building a strong team, creating clear operating rhythms, and ensuring customers realize long-term value from the platform