Senior Director, Customer Success, APJ

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, marketing, recruiting and product support, with a growing Singapore presence. This is still an early-stage APAC business with significant headroom — a team established across the region today, and a leadership bench largely promoted from within.

You'd be joining at a genuinely formative moment: the country model for ANZ is new, the operating systems are being built now, and the person in this seat will shape how Klaviyo runs this market for years rather than inheriting someone else's design.