Top Customer Success & Experience Jobs

Manage customer success for Klaviyo’s small and medium-sized business segment. Build customized success plans, reduce churn, identify expansion opportunities, advise customers on marketing strategies, review performance, explain platform capabilities, support commercial conversations, and provide product feedback. The role requires strong CRM, campaign management, digital marketing, analytics, marketing automation, communication, and problem-solving skills in a hybrid London environment.

Own customer onboarding from sale through go-live across APAC, managing implementation plans, timelines, integrations, technical troubleshooting, marketing strategy, and stakeholder relationships. Monitor onboarding health, resolve issues, document best practices, run post-mortems, and provide product feedback. As a founding Singapore team member, improve scalable onboarding processes and help customers achieve early platform value and revenue outcomes.

Lead Klaviyo’s North American Enterprise Customer Success organization, managing 5–7 managers and approximately 40–50 CSMs. Own post-onboarding customer experience, retention, and cross-sell performance; establish goals, metrics, processes, and scalable account strategies. Partner with Sales, Product, Marketing, Finance, and Onboarding, resolve escalations, and develop leaders. Use customer data, predictive AI, and tools such as Claude, Gleen, and ChatGPT to improve workflows and renewal and expansion outcomes.

Lead enterprise customer implementations from presales scoping through launch. Define and present Statements of Work, manage project scope, budgets, resources, timelines, risks, migrations, and cross-functional teams. Build stakeholder relationships, advise on technology-stack integrations, and apply API and webhook expertise to deliver customer use cases. Partner with Sales, Solutions Architecture, Customer Success, and Support to accelerate value, maintain implementation health, mentor colleagues, and improve delivery processes.

Provide German- and English-language product support for Klaviyo customers via email and live chat. Troubleshoot SaaS/product issues, document resolutions, escalate when needed, advise on non-technical e-commerce/marketing questions, and help improve workflows with AI-driven tools while meeting KPIs.