At a Glance
- Tasks: Lead a team to enhance customer success and drive growth for strategic accounts.
- Company: Join Klaviyo, a dynamic company empowering creators to succeed.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on innovation and collaboration.
- Why this job: Make a real impact by shaping customer experiences and driving measurable outcomes.
- Qualifications: Experience in enterprise customer management and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
Customer Success is a critical part of the success of our customers and of Klaviyo.
Our mission is to exceed customer expectations and help customers grow, and we are looking for a leader who can scale that impact across our Mid-Enterprise segment.
About the role
As the Manager, Customer Success - Mid-Enterprise, you will lead a team of Customer Success Managers focused on delivering a high-touch, proactive engagement model for some of Klaviyo’s most strategic and high-growth customers.
You will be reporting into Senior-Director for EMEA Customer Success, with close collaboration with the Director for Large Enterprise Customer Success.
Your mission involves fostering intensive customer relationships and mentoring your team to establish broad multi-threaded networks within accounts.
You will guide them in navigating complex executive-level stakeholder environments and designing adoption strategies that ensure clients achieve their desired business results.
You will be responsible for hiring, coaching, developing, and leading a team in a fast-paced and rapidly changing environment, while helping define the operating rhythms, engagement model, and cross-functional partnerships needed to drive long-term customer value.
This role is equal parts people leadership, segment strategy, and operational execution.
You will partner closely with Sales, Professional Services, Support, Product, Solution Architects, Onboarding, Renewal Management, Partner Success, and Operations to help customers achieve business outcomes, mitigate risk, and identify opportunities for growth.
- How you'll make a difference
- Build, hire, and manage a high-performing team of Enterprise Customer Success Managers.
- Coach and develop individual contributors through regular performance management, career development, and hands-on support in day-to-day customer strategy and escalations.
- Own key business outcomes for the segment, including Net Revenue Retention, expansion, churn mitigation, and overall customer satisfaction.
- Develop and execute customer engagement models and success plans that drive product adoption, customer health, retention, and accelerated growth across Enterprise accounts.
- Analyze customer usage patterns, sentiment, and business trends to identify risks, surface opportunities, and shape segment strategy.
- Foster strong relationships with executive stakeholders internally and externally, acting as an advocate for customers while helping the business prioritize the right actions and product improvements.
- Lead strategic account planning, white space prioritization, and business review cadences to uncover growth opportunities and strengthen long-term partnerships.
- Partner cross-functionally to define processes, rules of engagement, and operating motions that improve the Enterprise customer experience and enable your team to perform at a high level.
- Remove roadblocks, improve team operations, and create an environment rooted in collaboration, accountability, learning, and inclusion.
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
Who you are
- You have strong experience in enterprise customer management, with a track record of leading through complexity and driving measurable customer outcomes.
- You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast.
You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
- You are an experienced people leader who knows how to coach individual contributors, set a high bar for performance, and build productive teams.
- You have demonstrated success managing complex customer relationships and driving retention, customer satisfaction, and expansion.
- You bring strong business acumen and can translate customer goals into clear plans, value-based conversations, and outcome-oriented execution.
- You are highly analytical and comfortable using data to identify trends, assess performance, and inform decisions.
- You are an excellent communicator who can engage effectively with stakeholders at all levels, including senior customer decision-makers and internal cross-functional partners.
- You are comfortable navigating ambiguity, handling escalations, and solving problems in a thoughtful, customer-centric way.
- You have experience with customer success and CRM tooling such as Salesforce and Gainsight; experience in Saa S and Martech is strongly preferred.
- You are energized by fast-paced environments, continuous learning, and building strong partnerships across the business.
- Why this role matters
This leader will help shape how Klaviyo serves and grows its overall Enterprise customer base in EMEA by building a strong team, creating clear operating rhythms, and ensuring customers realize long-term value from the platform
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success - Mid-Enterprise (Northern) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Klaviyo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Klaviyo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success - Mid-Enterprise (Northern) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Klaviyo:Your cover letter is your chance to shine! Tell us why you want to work at Klaviyo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Klaviyo!
How to prepare for a job interview at Klaviyo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
