Senior Customer Success Manager - Enterprise

London · GBP 72,000-108,000 · 5+ years experience · Hybrid · Posted Sep 29, 2026

At a glance

We're seeking passionate Customer Success Professionals (CSMs) for our new state of the art and dynamic London office who thrive in a hybrid working environment.
This is an exciting opportunity for someone with a customer-first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast-paced environment.

Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up.
Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo’s enterprise business.
Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades.
Devise customized success plans based on customers' goals and challenges, holding customers accountable for driving action.
Compose strategies to increase email, SMS, and digital channel revenue for all customers through the Klaviyo platform while driving growth and expansion.
Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
Keep customers up to date on product releases and new features.
Share feedback with Product/Engineering to enhance customer engagement.
Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

5+ years of customer success or account management with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
An experienced marketer with a background in campaign management, digital marketing, data, or analytics.
You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast.
Familiarity with Marketing Automation technologies.
A proven track record of advising customers or executing marketing strategies.
Experience explaining how to achieve key goals using software with end users.
A track record of creative problem-solving for customers and end users.
Comfortable discussing and supporting commercial conversations.
Excellent organizational and project management skills.
Excellent communication skills via phone, video conference, and email.

Hybrid working environment requiring 3 days in the office
Role may require up to 10% travel for purposes such as new hire onboarding, client or partner work, team meetings, and industry events