Customer Success Manager (Mid-Market & Enterprise)

Company: Klaviyo
Location: Hybrid (3 days in office)
Region: EMEA

About Klaviyo

Klaviyo is a leading customer data and marketing automation platform that empowers brands to build stronger relationships with their customers through personalized experiences powered by first-party data.

The company helps businesses leverage customer insights across email, SMS, and digital marketing channels, enabling them to drive growth, retention, and revenue through data-driven marketing strategies.

Klaviyo fosters an inclusive culture where individuals from diverse backgrounds can thrive, innovate, and contribute to helping customers succeed.

Role Overview

Klaviyo is seeking an experienced Customer Success Manager (CSM) to support its Mid-Market and Enterprise customers across the EMEA region.

This role combines:

• Customer Success

• Strategic Account Management

• Marketing Consulting

• Revenue Growth

• Customer Retention

• Product Adoption

As a trusted advisor, you will help customers maximize value from the Klaviyo platform while driving customer retention, expansion, and long-term business growth.

This role is ideal for professionals with experience in:

• CRM

• Marketing Automation

• Digital Marketing

• Campaign Management

• Data & Analytics

• Customer Success

Key Responsibilities

Strategic Customer Success

• Act as the trusted advisor for Mid-Market and Enterprise customers.

• Build strong relationships with multiple stakeholders across customer organizations.

• Develop a deep understanding of customer goals, challenges, and business objectives.

• Create customized success plans aligned with customer priorities.

Customer Retention & Revenue Growth

• Drive positive Net Revenue Retention (NRR).

• Identify and mitigate churn risks.

• Support customer renewals and long-term retention.

• Identify opportunities for account expansion, upgrades, and increased platform adoption.

• Participate in commercial conversations related to growth opportunities.

Marketing Strategy & Consulting

• Advise customers on strategies to increase:

  • Email marketing performance

  • SMS marketing performance

  • Digital channel revenue

• Help customers optimize marketing programs using Klaviyo's platform.

• Share best practices and industry insights.

• Support customers in achieving measurable business outcomes.

Product Adoption & Enablement

• Drive adoption of platform features and capabilities.

• Educate customers on product releases and new functionality.

• Ensure customers maximize the value of their investment.

• Monitor platform utilization and recommend optimization opportunities.

Customer Health & Performance Management

• Conduct proactive account reviews.

• Monitor customer performance and engagement metrics.

• Address risks, issues, and opportunities before they impact customer success.

• Escalate concerns appropriately while maintaining consistent communication.

Customer Advocacy

• Collect and communicate customer feedback internally.

• Partner with Product and Engineering teams to improve customer experiences.

• Represent the voice of the customer across the organization.

AI-Driven Innovation

• Leverage AI tools and workflows to improve productivity and customer outcomes.

• Explore responsible and practical applications of AI in customer success operations.

• Contribute to building smarter systems and scalable customer engagement processes.

Cross-Functional Collaboration

Work closely with:

• Product Teams

• Engineering

• Sales

• Marketing

• Support

• Customer Success Leadership

Contribute to a collaborative culture focused on customer outcomes and continuous improvement.

Candidate Profile

Experience

• 4+ years of experience managing Mid-Market and Enterprise customer accounts.

• Proven success building relationships with multiple stakeholders within customer organizations.

• Experience in:

  • Customer Success

  • Account Management

  • Client Services

  • Strategic Consulting

Marketing & Technology Expertise

Strong background in one or more of the following:

• CRM

• Campaign Management

• Digital Marketing

• Marketing Technology (MarTech)

• Marketing Automation

• Data & Analytics

Experience advising customers on marketing strategies is highly desirable.

Customer Success Skills

• Experience creating customer success plans.

• Strong retention and expansion mindset.

• Ability to influence customer outcomes and drive adoption.

• Experience helping customers achieve business goals using software solutions.

AI & Innovation Mindset

• Experience experimenting with AI tools in professional or personal projects.

• Strong curiosity and willingness to learn emerging technologies.

• Understanding of responsible AI usage, including:

  • Privacy

  • Security

  • Bias awareness

  • Human oversight

Communication & Relationship Management

• Excellent written and verbal communication skills.

• Ability to engage both technical and business stakeholders.

• Strong presentation and consultative communication abilities.

• Comfortable leading discussions via:

  • Video conferencing

  • Phone

  • Email

  • Executive meetings

Organization & Project Management

• Strong project management and prioritization skills.

• Ability to manage multiple accounts and initiatives simultaneously.

• Comfortable operating in a fast-paced and evolving environment.

Technical Tools

Experience with:

• Salesforce

• Gainsight

• Google Workspace (G-Suite)

• CRM and Customer Success platforms

Language Requirements

• Fluent French (Business Proficiency)

• Fluent English (Business Proficiency)

Compensation & Benefits

Base Salary Range

€68,000 – €102,000 EUR

Compensation may also include:

• Annual bonus programs

• Variable compensation (where applicable)

• Equity opportunities

• Sign-on incentives

• Comprehensive health and wellbeing benefits

Additional Benefits

• Inclusive and diverse workplace culture.

• Professional development opportunities.

• Exposure to global enterprise customers.

• Career growth within a rapidly expanding technology company.

• Hybrid working environment.

• International collaboration across EMEA and global teams.

Travel Requirements

• Up to 10% travel.

• Travel may include:

  • Customer meetings

  • Team events

  • Industry conferences

  • New hire onboarding activities

All travel is planned and coordinated in advance.

Ideal Candidate Profile

The successful candidate will demonstrate:

Customer Success Expertise

• Customer Success Management

• Customer Retention

• Customer Expansion

• Stakeholder Management

• Strategic Account Management

Marketing Expertise

• CRM Strategy

• Marketing Automation

• Campaign Management

• Customer Data Platforms

• Digital Marketing

Business Skills

• Net Revenue Retention (NRR)

• Churn Mitigation

• Revenue Expansion

• Account Growth

• Consultative Selling

Technical Skills

• Salesforce

• Gainsight

• Analytics

• AI Tools

• SaaS Platforms

Personal Attributes

• Customer-first mindset

• Curiosity

• Adaptability

• Strong communication

• Problem-solving abilities

• Collaborative approach

Key Skills for an English CV

• Customer Success Management

• Strategic Account Management

• Customer Retention

• Customer Expansion

• Net Revenue Retention (NRR)

• Churn Reduction

• Marketing Automation

• CRM Strategy

• Campaign Management

• Digital Marketing

• Data Analytics

• Customer Journey Optimization

• SaaS

• Salesforce

• Gainsight

• Stakeholder Management

• Enterprise Accounts

• Consultative Customer Success

• AI Adoption

• Cross-Functional Collaboration