Senior Director, Customer Success, APJ

Klaviyo’s customers in Asia Pacific and Japan are growing fast, and this leader will build the customer success function that grows with them. You will own retention, adoption, expansion, and customer experience across the region, lead a team of managers and CSMs, helping to shape the global Customer Success strategy as a core member of the CS Senior Leadership Team.

You will work directly with senior leaders, including the C-suite, on customer performance, trends, and risk. As a strategic leader, you will solve for both the customer experience and the employee experience.

You build trust with customers and your team through humility and open-mindedness, and you give your team a clear vision, direction, and sense of purpose so they can help customers own their growth.

Success is measured against retention, cross-sell, platform adoption, and advocacy for the APJ region.

You are collaborative and innovative, with a track record of relentless and effective execution. You use data to make decisions and want to tackle some of Klaviyo’s most challenging opportunities to improve the customer experience.

Lead the region and the function

• 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.

Build and develop your team

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