Head of Enterprise Customer Success & Growth

Klaviyo; Boston (MA); On-site; USD 168,000 - 252,000; Full time

Job summary

Klaviyo is seeking a Director of Enterprise Customer Success to lead a high-performing team and shape the upmarket customer experience. You will own the growth and development of your team, drive efficiency through improved processes, and serve as an escalation point for major accounts across North America.

You will collaborate with Onboarding, Sales, Finance, Product, and Marketing to align strategies and ensure retention and cross-sell goals are achieved in a scalable, customer-centric manner.

Qualifications

• 10+ years in Customer Success or related GTM leadership.
• Proven track record scaling and leading a multi-layered Enterprise CS organization.
• Ability to translate executive goals into team-wide plans — cascading metrics and accountability.
• Data-driven decision-maker with retention/expansion focus.
• Experience hiring and leading a high-performing team.

Responsibilities

• Plan and direct a world-class Enterprise CSM function with clear goals, plans, and metrics.
• Manage a team of 40–50 Enterprise CSMs across North America.
• Collaborate cross-functionally with Sales, Onboarding, CSM, and Technical Solutions Architects to align customer experience.
• Maintain customer journey focus, identify opportunities to scale the experience, and mitigate risk.
• Partner with marketing, sales, finance, and product to achieve shared goals while preserving relationships.
• Use data to inform renewal and expansion strategies and review key metrics with leadership.

Skills

Leadership

Strategic planning

Cross-functional leadership

Data-driven decisions

AI experience

Team development

Tools

Claude

Glean

ChatGPT

Job description

Klaviyo is seeking a Director of Enterprise Customer Success to lead a high-performing team and shape the upmarket customer experience. You will own the growth and development of your team, drive efficiency through improved processes, and serve as an escalation point for major accounts across North America.

You will collaborate with Onboarding, Sales, Finance, Product, and Marketing to align strategies and ensure retention and cross-sell goals are achieved in a scalable, customer-centric manner.