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Full job description
Position overview
Klaviyo is expanding its Asia-Pacific and Japan operations and is seeking a senior leader to build and lead its regional Customer Success function. The successful candidate will oversee customer retention, platform adoption, account expansion and the overall customer experience.
This is a senior regional leadership position, working as part of the Customer Success Senior Leadership Team and helping shape the company's global customer success strategy.
Key responsibilities
Lead and develop the Customer Success organization across Asia-Pacific and Japan.
Manage multiple teams of Customer Success Managers and team leaders.
Establish regional strategies for customer retention, adoption, renewals and account expansion.
Improve customer loyalty, satisfaction, advocacy and lifetime value.
Identify customer risks, reduce churn and develop strategies to protect recurring revenue.
Build strong relationships with senior customer stakeholders, including C-suite executives.
Work closely with Sales, Marketing, Product, Finance, Support and other business functions.
Use customer data, performance metrics and predictive insights to guide business decisions.
Apply AI tools to strengthen account strategies, identify opportunities and improve team performance.
Recruit, coach and develop managers and customer success professionals.
Contribute to the company's wider customer success strategy and regional growth plans.
Required experience and qualifications
At least 12 years of relevant professional experience.
At least 7 years managing Customer Success managers or team leaders in a high-growth SaaS environment.
Experience leading customer success, customer onboarding or related customer-facing teams.
Experience in marketing or advising customers on marketing strategy.
Strong knowledge of customer retention, renewals, adoption and account expansion.
Excellent executive stakeholder management and communication skills.
Ability to use data and technology to improve customer outcomes.
A bachelor's degree is preferred, although equivalent experience may also be considered.
Experience in SaaS marketing technology is an advantage.
Additional information
The published base salary is A$288,000–A$432,000 annually. The overall compensation package may also include bonus or variable compensation, equity, sign-on payments and benefits, depending on eligibility and the final offer. The role may require up to 10% travel.
How to Apply
- Apply through TalentScoutHQ by submitting your professional profile and, optionally, an up-to-date CV/resume.
- Applications will be reviewed based on relevant experience, skills and the requirements listed above.
- Shortlisted candidates may be invited to discuss their experience, availability and expectations with the recruiter.
- Please reference Job Identification Number TSHQ-1081 when discussing this opportunity or your application.
- For questions regarding the application process, please use the recruiter inbox within TalentScoutHQ.
Job Identification Number: TSHQ-1081
Listing information
- Source
- TalentScoutHQ employers
- Application method
- On TalentScoutHQ