Senior Director, Customer Success, APJ

KlaviyoSydneyHybridFull-time1 week ago

Klaviyo is seeking a Senior Director of Customer Success for the APJ region, based in Sydney. The role involves leading the customer success function, driving retention, adoption, expansion, and customer experience across APJ, and shaping global CS strategy. Requires 12+ years of experience, including 7+ years managing managers in a high-growth SaaS company, with marketing or MarTech experience preferred.

What you'll do

Be a core member of the Customer Success Senior Leadership Team, helping guide the future of the department and the wider business.
Work with CX leadership to set goals, objectives, execution plans, and team metrics, and make sure goals cascade to every CSM.
Review key metrics with CX leadership, covering highlights, lowlights, risks, and opportunities across your customer base.
Be a key leader in APJ, shaping the culture of the region and creating an inclusive team culture by leading with humility, integrity, and openness to feedback.
Develop a cost-efficient organization that maintains a high standard of excellence in customer support.
Manage multiple Customer Success teams, likely across more than one location, including hiring, performance management, and development.
Hire and develop managers, coaching them on effective 1:1s, team meetings, accountability, stretching top talent, and performance management.
Build a candidate pipeline and bring new talent into the organization with clear expectations.
Assign accounts and distribute work for optimal customer coverage and team balance.
Hold your teams accountable for KPIs on platform adoption, renewal, expansion, and advocacy, and set success metrics for ROI.
Guide your team in managing clients across the lifecycle, understanding their evolving business and technical goals, and continuously demonstrating value.
Keep the customer journey at the center of decisions and identify opportunities to improve and scale the customer experience, including mitigating customer risk at scale.
Act as an escalation point for managers and customers across your portfolio.
Be a public presence for Klaviyo, building executive relationships with Economic Buyers and Champions in key accounts and representing Klaviyo at public events.
Advocate customer business use cases to Product development.
Partner closely with senior Sales, Services, Support, Onboarding, Finance, Product, and Marketing leaders to align on customer experience and commercial outcomes, and build the upmarket and regional engagement model.
Influence and gain buy-in from others in sensitive situations without damaging relationships.
Work with internal stakeholders to design efficient processes and working practices, and drive continuous improvement in process, reporting, and materials.
Use data and objective measures to make key business decisions, with visibility into cross-functional impact.
Use AI tools (Claude, Glean, ChatGPT) to strengthen complex account strategies, identify high-impact use cases, and share best practices.
Develop advanced prompt frameworks for complex, multi-step tasks, train team members on prompt strategy, and use predictive AI signals to inform renewal and expansion strategy.

What you need

Must-have

Customer SuccessSaaSMarketingData AnalysisAI Tools (Claude, Glean, ChatGPT)Prompt EngineeringPredictive AITeam Management

Nice-to-have

SaaS MarTechMarketing Strategy

Soft skills

HumilityIntegrityOpenness to feedbackCollaborativeInnovativeExecutionTrust-buildingVision

Customer SuccessSaaSMarketing ServicesAPJSydneySenior DirectorHybridFull-timeLeadershipAI

/What you'll do

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Must-have

Nice-to-have

Soft skills

What you'll do

What you need