Greenhouse ·
full-timeSenior Director, Customer Success, APJ
Klaviyo · Sydney, AU
Klaviyo is a marketing automation and customer data platform that helps businesses own their growth and customer relationships. As the Senior Director of Customer Success for the Asia Pacific and Japan region, you will be responsible for building and scaling the customer success function to support rapid regional growth. This role involves overseeing retention, platform adoption, expansion, and the overall customer experience across the APJ market. You will lead a team of managers and customer success managers, providing strategic direction while collaborating with the global leadership team to shape departmental objectives. Day-to-day responsibilities include managing team performance, hiring and developing talent, and acting as an executive point of contact for key accounts. You will use data-driven insights to mitigate risk, improve customer outcomes, and partner with cross-functional departments such as sales, product, and marketing to align on commercial goals. This position is well-suited for an experienced leader with a proven track record in managing high-performing teams, executing complex customer success strategies, and driving measurable growth in a fast-paced, global SaaS environment.
At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit klaviyo.com/careers to see how we empower creators to own their own destiny. About the role 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. What you’ll do 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 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. Drive customer outcomes 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 across the business 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 AI 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. Education and experience 12+ years of experience, including 7+ years managing managers or team leads of a Customer Success team (CSM or Onboarding Specialists) in a high-growth SaaS company. Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus. High school diploma required; Bachelor’s degree preferred. Klaviyo in APAC The Sydney team has been built out since 2022 across sales, CS, partnerships, mark
| Role | Senior Director, Customer Success, APJ |
|---|---|
| Company | Klaviyo |
| Location | Sydney, AU |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-27 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Klaviyo
Klaviyo, Inc. is an AI-first B2C CRM platform founded in 2012 and headquartered in Boston. The company provides a unified solution that integrates marketing automation, customer service, analytics, and a data platform to help businesses manage customer relationships. By centralizing behavioral, transactional, and engagement data, Klaviyo enables brands to deliver personalized, omnichannel campaigns across email, SMS, WhatsApp, and mobile push notifications. The platform utilizes AI agents to automate marketing tasks, resolve customer service inquiries, and optimize campaign performance. Klaviyo currently serves over 205,000 brands across more than 100 countries, processing billions of events and managing billions of customer profiles daily to support business growth.
More at Klaviyo
Other jobs at Klaviyo
- Senior Lead AI Engineer - G&A Systems · Boston, MA
- Lead Integrations Engineer - G&A Systems · Boston, MA
- Principal Partner Manager II · Boston, MA; Denver, CO; San Francisco, CA
- Software Engineer, Conversational Products & Agent Workflows · Boston, MA
- Senior Software Engineer, Agent Runtime & Customer Workflows · Boston, MA
Explore Related Placements
// similar opportunities
You might also like
Director, Customer Success
Justworks
Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to inter...
Senior Director, GTM Planning & Analysis
Justworks
Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to inter...
Senior Director, Customer Success
Conga
A career that’s the whole package! At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support gro...
Director, Customer Success EMEA (southern And Central Europe)
Onestream
At OneStream, we're on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, a...
Senior Payroll Analyst
Lyft
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to...
['Hybrid schedule: 3 days in office (Mon, Wed, Thu)', '5+ years payroll experience']
Customer Experience Associate
Robinhood
Join us in building the future of finance. Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger gene...