Overview As Director of Enterprise CSMs, you lead a high-impact team to deliver a world-class enterprise customer experience post-onboarding. You will partner with cross-functional leaders to align on an upmarket engagement model and scale retention and cross-sell across North America. You'll drive strategy, implement efficient processes, and act as an escalation point to protect renewals and upsell opportunities. Your work centers on data-informed decisions and AI-enabled workflows to transform the customer journey. This is a chance to shape a high-growth SaaS customer success function and mentor a large team at Klaviyo.
Compensation / Benefits- annual cash bonus plan
- equity
- sign-on payments
- health, welfare and wellbeing benefits
- generous company benefits
- travel reimbursement (implied)
Responsibilities- Lead 40-50 Enterprise CSMs across North America (5-7 managers, each with 5-10 CSMs)
- Collaborate with Sales, Onboarding, Finance, Product, Marketing to define a cohesive Enterprise CS strategy
- Own the post-onboarding Enterprise customer experience and ensure retention and cross-sell targets
- Escalation point for managers and customers to safeguard renewals and growth
- Hire, coach, and develop managers; foster inclusive culture and accountability
- Leverage AI tools to strengthen account strategies and develop prompt frameworks
- Transform workflows by building smarter systems and new ways of working
- Analyze data and metrics; report wins, risks, and opportunities to VP of CS
- Align with cross-functional partners to mitigate risk and improve customer sentiment
- Set clear goals, execution plans, and cascading metrics across the CS team
Key requirements- 10+ years in Customer Success or related GTM leadership (including 5+ years managing people)
- Experience scaling a multi-layered Enterprise CS org (40+ CSMs) with retention and cross-sell/upsell accountability
- Ability to translate executive goals into team objectives and cascading metrics
- Strong cross-functional operator with ability to align Sales, Onboarding, Product, Marketing, Finance
- Data-driven decision-maker using health signals and predictive analytics
- Experience hiring and leading high-performing teams
- Comfort as executive escalation point with complex enterprise accounts
- Willingness to experiment with AI tools and adopt new workflows
- collaboration
- humility
- open-mindedness
- AI tools (Claude, Gleen, ChatGPT)
- data analytics and predictive analytics
- prompt engineering and AI workflow design
