Manager, Customer Success - Mid-Enterprise (Northern)

## Responsibilities - 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. ## Requirements - 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. ## Nice to Have - None specified. ## Benefits - 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.