Senior Customer Success Manager

About the role

You own the end-to-end success of assigned APAC enterprise customers, acting as their primary strategic advisor at Klaviyo. You diagnose customer health, craft and execute tailored success plans that drive product adoption, retention, and expansion within the Singapore and regional portfolio. You partner closely with Sales, Product, and Support to shape feedback into actionable insights that influence product direction and messaging. You proactively identify risks and opportunities, escalating appropriately while owning the narrative and outcomes for each key account. You serve as the voice of the customer, championing their use cases internally to influence roadmap priorities and enablement materials. You mentor junior team members on best practices in customer engagement and data-driven outreach within the APAC context. You leverage deep product expertise to deliver proactive outreach, training, and executive business reviews that reinforce tangible value realization. You operate with radical ownership, collaborating across time zones to resolve complex issues and ensure customers achieve their highest potential with Klaviyo.

Key facts

What you'll do

Conduct proactive health checks and ongoing assessments of customer portfolios to identify at-risk accounts and prioritize intervention strategies.

Develop and own strategic account plans that outline adoption milestones, training initiatives, and expansion opportunities for each key customer.

Lead tailored onboarding and implementation sessions, ensuring new customers achieve first value quickly through structured workflows and data insights.

Collaborate with Product and Engineering to translate customer feedback into prioritized product improvements and actionable requirements.

Partner with Sales to identify expansion opportunities, advocate for customer needs, and support renewal and upsell conversations.

Design and deliver targeted training programs, including webinars, office hours, and documentation, to maximize platform adoption and proficiency.

Analyze usage data and campaign performance to surface insights that drive strategic account reviews and value-based conversations.

Build strong executive-level relationships with key stakeholders, acting as a trusted advisor on growth strategies using Klaviyo tools.

Coordinate cross-functional responses to complex customer escalations, ensuring timely resolution and clear communication throughout the lifecycle.

Champion customer success metrics such as retention, expansion revenue, and satisfaction scores within the APAC region.

Maintain up-to-date knowledge of platform features and best practices to deliver accurate, high-quality support and enablement.

Represent Klaviyo at industry events and customer gatherings, strengthening the brand presence across Singapore and APAC markets.

Document customer use cases and success stories that can be leveraged in marketing materials and reference programs.

Drive adoption of new capabilities through personalized outreach, ensuring customers realize continuous value from product updates.

Act as a strategic partner to customers, aligning their evolving business goals with Klaviyo's platform capabilities over the long term.

Requirements

You have a Bachelor's degree or equivalent practical experience in a relevant field.

You have at least 6 years of professional experience in customer success, account management, or a related role.

You have demonstrated success managing a portfolio of enterprise-level customers in a SaaS environment.

You possess strong technical aptitude and the ability to learn complex software products quickly.

You have experience working with data-driven marketing tools and eCommerce platforms.

You communicate effectively in English, both written and verbal, with clarity and precision.

You thrive in a fast-paced, ambiguous environment where priorities shift frequently.

You are comfortable working across multiple time zones and collaborating with globally distributed teams.

You exhibit strong problem-solving skills and a genuine passion for helping customers achieve their desired outcomes.

Nice to have

Experience working with brands in the eCommerce sector and familiarity with online retail workflows.

Prior experience in a customer success role within a B2B SaaS company.

Knowledge of marketing automation concepts and email/SMS campaign strategies.

Fluency in additional languages commonly spoken in APAC is advantageous for engaging regional customers.

Experience with analytics platforms and data visualization tools to derive actionable insights.

Practical notes

Employment is full-time based in Singapore.

This role may involve travel within the APAC region for customer meetings and company events as needed.

Visa sponsorship may be considered for eligible candidates based on role requirements and local regulations.