Senior Customer Success Manager - Enterprise

Overview

In this role you support Klaviyo’s enterprise customers in EMEA, acting as a trusted advisor to drive growth and maximize value from the platform. You’ll partner with cross-functional teams to reduce churn, expand use, and optimize campaigns across email, SMS, and digital channels. The role centers on AI-driven improvements, practical problem solving, and a collaborative culture that puts customers first. You’ll be empowered to shape success plans and influence product feedback, with exposure to a fast-paced, tech-forward environment.

Pay / Benefits

• annual cash bonus plan
• equity
• sign-on payments
• health benefits
• welfare and wellbeing benefits
• hybrid working (3 days in office)

Responsibilities

• Transform customer workflows with AI-centered approaches and build smarter operating models
• Act as trusted advisor for Klaviyo's enterprise customers and drive Net Revenue Retention
• Develop customized success plans aligned with customer goals and accountability for actions
• Create strategies to increase revenue across email, SMS, and digital channels via the Klaviyo platform
• Proactively review performance, resolve issues, and ensure consistent messaging and escalation when needed
• Keep customers informed about product releases and new features
• Provide feedback to Product/Engineering to improve engagement and outcomes
• Foster a positive, collaborative, and inclusive team environment

Key requirements

• 5+ years in customer success or account management with multi-stakeholder relationship management
• Background in marketing, campaign management, CRM, digital marketing, data, or analytics
• Experience experimenting with AI in work or personal projects and willingness to learn fast
• Familiarity with Marketing Automation technologies
• Proven track record advising customers or executing marketing strategies
• Experience explaining how to achieve goals using software with end users
• Strong problem-solving for customers and end users
• Comfort with commercial conversations and negotiation
• Strong organizational and project management skills
• Excellent communication across phone, video, and email
• Curiosity, adaptability, and comfort in a fast-paced environment
• Experience with G-Suite, Gainsight, Salesforce, or similar tools

• customer-first mindset
• collaboration and teamwork
• empathy and inclusive mindset
• Marketing Automation
• CRM
• Data and Analytics

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