Director, Professional Services, EMEA

Klaviyo; Greater London; Hybrid; GBP 124,000 - 186,000; Full time

Job summary

Klaviyo seeks a results-driven Director, Professional Services, EMEA to lead our regional PS team across Implementation Consultants, Solution Architects, and Deliverability Strategists. You’ll partner with Sales, Customer Success and global leaders to drive attach, bookings and renewal growth.

Based in London, you’ll shape regional strategy, mentor leaders, and ensure delivery excellence while advancing AI-forward ways of working to scale services and customer outcomes across the EMEA region.

Qualifications

• 8+ years in SaaS Professional Services or enterprise consulting.
• 5+ years leading managers and senior ICs in matrixed, multi-geography teams.
• Proven GTM partner with revenue leadership and SOW strategy.
• Deep knowledge of marketing tech: Email, SMS, CDP, eCommerce, CRM.
• Executive communication and stakeholder management excellence.
• London-based with distributed team leadership.

Responsibilities

• Lead and develop the EMEA Professional Services team across roles.
• Set engagement models and advisory motions to deepen customer partnerships.
• Own regional performance in delivery, sales attach, and renewals.
• Build GTM partnerships with Sales and Customer Success for growth.
• Serve as senior escalation point for complex engagements and executives.
• Collaborate with global peers for cohesive in-region delivery and handoffs.
• Contribute to global leadership with regional data and perspective.
• Champion AI-forward ways of working to raise service and sales bar.

Skills

SaaS Professional Services

Leadership experience

GTM partnership

Sales collaboration

Executive communication

AI-forward mindset

London-based

Tools

CRM systems

Marketing tech basics

Job description

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

The Director, Professional Services, EMEA leads our Professional Services business in the region. You own the performance and development of our EMEA Implementation Consultants, Solution Architects, and Deliverability Strategists — delivering enterprise-level services and the kind of impact, customer experience, and sustained growth that defines a strategic partner. You partner with each global function leader to uphold global fidelity across AMER, EMEA, and APAC while bringing the regional judgment that makes services land for EMEA customers.

You are equally a GTM leader and the Professional Services voice in EMEA's commercial conversations — partnering with Sales to drive services attach and with Customer Success to drive customer growth across the lifecycle through PSSP, Expert Services, and post-implementation engagements. You are credible on services value, fluent in solution selling, and accountable for the region's services pipeline, attach, and renewal performance.

You report to the Global Director of Professional Services and operate as a peer to the global function leaders for Implementation Consulting, Solution Architecture, and Deliverability Strategy — together scaling Professional Services as a disciplined, growth-enabling business. You are a Professional Services business owner, not a project leader: credible with customers, sharp on services economics, and accountable for the outcomes that compound — delivery excellence, attach growth, referenceable customers, and a team that scales without losing the bar.

How You'll Make a Difference

• Lead and develop the existing EMEA Professional Services team — Implementation Consultants, Solution Architects, and Deliverability Strategists — setting the regional performance standard and development culture; partner with each global function leader on future hires to uphold role craft, delivery standards, and the bar that lifts the team.
• Set the standard for the enterprise customer experience in EMEA — building the engagement models and advisory motions that produce deep, measurable impact and turn initial implementations into durable partnerships customers expand on, advocate for, and return to. The bar is not delivery to spec; it is moving the customer's business forward and earning the right to do it again.
• Own the EMEA region's performance across services delivery, sales growth, and customer advocacy — driving productive utilization, on-time completion, budget adherence, services attach, bookings, pipeline, and referenceable outcomes through disciplined operating habits and rigorous documentation that codifies regional patterns into the global practice.
• Build the GTM partnership with EMEA Sales and Customer Success that makes Professional Services a regional growth engine — through joint pipeline reviews, account team enablement, and shared accountability for attach, bookings, and lifecycle expansion.
• Serve as the senior escalation point for the most complex regional engagements and customer relationships — with the credibility and commercial fluency to resolve them at the right level, including with C-level customer stakeholders and EMEA executive leadership.
• Lead a distributed team across our London and Dublin offices with consistency, equity, and cohesion; coordinate with AMER and APAC counterparts on capacity sharing and follow-the-sun delivery; and partner with the London-based Senior Manager, Onboarding — a Global Services peer outside Professional Services — for a cohesive in-region presence and seamless customer journey handoffs.
• Contribute to the global Professional Services leadership team alongside the Global Director and global function leaders — informing strategy, services portfolio evolution, and operating model decisions with the regional perspective and data only you can provide.
• Champion customer advocacy in EMEA through referenceable outcomes and a regional success story pipeline; turn engagement patterns into evidence-based input that influences product, positioning, and enablement across R&D, GTM, and Marketing.
• Model and drive AI-forward ways of working — setting the expectation for how the EMEA team uses AI to deliver better, scope sharper, and continuously raise the bar on what's possible across services delivery and services sales.

Who You Are

• 8+ years of SaaS Professional Services, technical client services, or enterprise consulting — including 5+ years leading managers and senior ICs in matrixed environments, developing leaders, and scaling distributed teams across geographies.
• Proven as a regional or business-unit Professional Services leader — fluent in services operations data (utilization, on-time completion, budget adherence, attach, bookings, pipeline, referenceability) and using it as strategic levers across delivery, sales growth, and advocacy.
• A demonstrated GTM partner with strong commercial instincts — productive partnerships with Sales and Customer Success leadership, fluent in services economics, SOW strategy, recurring services pricing, and executive commercial conversations.
• Deep knowledge of marketing technology — Email, SMS, CDP, eCommerce, B2C CRM — and how enterprise customers operationalize these platforms; able to evaluate the work of Solution Architects and Deliverability Strategists with credibility.
• Executive presence and exceptional communication across customer C-level, internal executive partners, and your own team; a builder of operating rhythms, hiring standards, and development structures that outlast any individual.
• Already working AI-first — bringing this mindset to your team and the evolution of the function.
• London-based, experienced leading a distributed EMEA team and translating regional nuance into how it shows up for customers.
• Professional English required; French, German, Italian, or Spanish a strong plus.

Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

Base Pay Range in Local Currency:

£124,000 — £186,000 GBP

This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.

By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see Job Applicant Privacy Notice.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.