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Manager, Customer Success - Mid-Enterprise (Northern) 

1 week, 5 days ago
United Kingdom
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Klaviyo

Klaviyo

Klaviyo offers intelligent email marketing, SMS, and automation services for ecommerce businesses, empowering brands to personalize customer interactions and drive growth.

IT Services
1K-5K
Founded 2012
View All Jobs 19

Description

  • Lead, build, hire, and manage a high-performing team of Enterprise Customer Success Managers.
  • Coach and develop team members through performance management, career development, and day-to-day support.
  • Own segment outcomes including net revenue retention, expansion, churn mitigation, and customer satisfaction.
  • Develop and execute customer engagement models and success plans that improve adoption, retention, health, and growth.
  • Analyze customer usage, sentiment, and business trends to identify risks, opportunities, and strategic priorities.
  • Build strong relationships with executive stakeholders internally and externally and advocate for customer needs.
  • Lead strategic account planning, white-space prioritization, and business review cadences to uncover growth opportunities.
  • Partner cross-functionally to define processes, rules of engagement, and operating motions across the customer journey.
  • Remove roadblocks and improve team operations in a fast-paced, changing environment.
  • Explore and implement AI-centered workflows to build smarter systems and ways of working.

Requirements

  • Strong experience in enterprise customer management with a track record of driving measurable customer outcomes.
  • Experience leading people and coaching individual contributors to high performance.
  • Demonstrated success managing complex customer relationships and driving retention, satisfaction, and expansion.
  • Strong business acumen with the ability to translate customer goals into value-based plans and execution.
  • Highly analytical and comfortable using data to identify trends, assess performance, and inform decisions.
  • Excellent communication skills with stakeholders at all levels, including senior customers and cross-functional partners.
  • Comfort navigating ambiguity, escalations, and complex problem-solving in a customer-centric way.
  • Experience with customer success and CRM tools such as Salesforce and Gainsight.
  • Experience in SaaS and MarTech is strongly preferred.
  • Experience experimenting with and learning AI tools and workflows is expected.

Benefits

  • Base salary of £88,000 to £132,000 GBP.
  • Eligibility for the company’s annual cash bonus plan.
  • Variable compensation/OTE for sales and customer success roles.
  • Equity and sign-on payments may be included in total compensation.
  • Comprehensive health, welfare, and wellbeing benefits based on eligibility.
  • Up to 10% travel for onboarding, client or partner work, team meetings, and industry events.
  • Accommodations available as needed for AI-related fluency requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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