Head of Enterprise Customer Success & Growth

Triwill Group; Boston, Northern (MA, KY); Hybrid; USD 168,000 - 252,000; Full time

Job summary

Klaviyo in the United States seeks a Director of Enterprise CSMs to lead a world-class Enterprise CS function, owning growth, retention, and upsell strategies post-onboarding.

You will manage 40–50 CSMs across North America, collaborating with Onboarding, Sales, Finance, Product, and Marketing to drive scalable processes with AI-powered tools.

The role emphasizes data-informed leadership, executive collaboration, and a culture rooted in humility and integrity.

Qualifications

• 10+ years in Customer Success or related GTM leadership.
• 5+ years managing people leaders.
• Proven track record scaling Enterprise CS (40+ CSMs).
• Translate executive goals into team-wide plans with cascading metrics.
• Strong cross-functional collaboration across Sales, Onboarding, Product, Marketing and Finance.
• Data-driven decision maker using retention and expansion data.
• Experience hiring and leading high-performing teams.
• Executive escalation point for complex enterprise accounts.
• Experience with AI-driven tools and workflows.
• Comfortable balancing humility with directness and building inclusive culture.

Responsibilities

• Plan and direct a world-class Enterprise CSM function with clear goals and metrics.
• Manage a 40–50 CSM team across North America (5–7 managers).
• Collaborate cross-functionally to deliver a strong, aligned customer experience.
• Keep the customer journey at the center of decisions and scale improvements.
• Partner with marketing, sales, finance and product to meet shared goals.
• Leverage data to inform renewal and expansion strategy; review metrics with VP of CS.
• Hire and develop managers and foster an inclusive, high-integrity culture.
• Apply AI to strengthen account strategies and share best practices.

Skills

GTM leadership

People management

Enterprise CS

Data-driven decisions

AI experience

Job description

Klaviyo in the United States seeks a Director of Enterprise CSMs to lead a world-class Enterprise CS function, owning growth, retention, and upsell strategies post-onboarding.

You will manage 40–50 CSMs across North America, collaborating with Onboarding, Sales, Finance, Product, and Marketing to drive scalable processes with AI-powered tools.

The role emphasizes data-informed leadership, executive collaboration, and a culture rooted in humility and integrity.