Manager, Customer Success SMB

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 careers.klaviyo.com to see how we empower creators to own their own destiny. Manager, Customer Success SMB - APAC (Sydney-based) Klaviyo is the B2C CRM, an AI-powered, data-first platform that unifies Marketing, Service, Analytics, and our Data Platform to power smarter digital relationships and measurable growth for brands. We live our values, customer-first, ambitious, radically collaborative, always learning, and committed to equity, and they guide how we build, partner, and show up for our customers across APAC. About the Team Our APAC organisation is expanding to support accelerating customer growth across Australia, New Zealand and Asia. Grounded in our values, we operate as one regional team across Sales, Customer Success, Partnerships, Marketing, Recruiting, and Support. Our Sydney hub anchors cross-functional collaboration and we’re building a complementary presence in Singapore to serve customers in-market. You’ll join at a formative stage to shape our SMB motion, team culture, and operating cadence in the region. About the Role We’re looking for a people-first, metrics-driven Manager of Customer Success to lead a team of SMB CSMs based in Sydney and Singapore. You will own SMB retention and expansion outcomes across APAC, build a high-performing team with scalable, programmatic motions, and partner cross-functionally to deliver a best-in-class customer experience. This role blends hands-on team leadership, operational excellence, and strategic execution. You’ll coach CSMs to drive adoption, identify and mitigate risk, value realisation, and growth across a diverse SMB portfolio, while improving processes, data hygiene, and engagement programs that deliver consistent results. How You’ll Make a Difference Lead, coach, and develop a high-performing SMB CSM team across Sydney and Singapore, creating a culture of customer empathy, accountability, and continuous learning. Own core outcomes for the SMB segment in APAC: Gross Churn, Cross Sell, product adoption/healthy usage, customer sentiment, and CSQL influence. Build and refine scalable engagement programs for SMB. Establish clear operating cadences for the team: weekly risk/opportunity reviews, renewal forecasting, whitespace mapping with Sales, and monthly performance reviews. Drive executive-level and multi-threaded engagement when needed on strategic accounts or escalations, while enabling the team to resolve issues quickly and proactively. Uplevel team capability in Klaviyo best practices across Email, SMS, WhatsApp, Reviews, Analytics, and Data Platform; ensure consistent use of success plans and ROI storytelling. Partner closely with Sales, Onboarding, Solutions, Support, Partnerships, Marketing, and Product to improve handshakes, remove friction, and amplify customer outcomes. Improve CRM and CS platform hygiene (e.g., Salesforce, Gainsight) to support forecasting, health scoring, and playbook automation; champion data-driven decisions. Contribute to APAC-specific enablement and localisations (content, playbooks, cadences) that reflect regional needs while staying aligned to global standards. Support APAC hiring, onboarding, and workforce planning as we scale in Singapore and across the region. Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up. What You’ll Do People Leadership and Coaching Conduct regular 1:1s, call coaching, deal/risk reviews, and career development planning Set clear goals and expectations; build repeatable standards for excellence and performance Customer Outcomes and Metrics Own Gross Churn targets for the SMB book; drive adoption and measurable value realisation Introduce and enforce success planning and business review formats tailored for SMB Operational Rigor Maintain accurate forecasting and pipeline hygiene; standardize renewal and risk cadences Improve process, templates, and tooling for speed, consistency, and clarity (e.g., “Handshake” data capture across Sales → Onboarding → CS) Cross-Functional Collaboration Align with Sales on whitespace plans and MEDDPICC-informed expansion opportunities Advocate for APAC customer needs; funnel structured product feedback and help validate new features Regional Execution Balance coverage across ANZ/SEA time zones; set expectations for responsiveness and handoffs Travel occasionally for team enablement and key customer engagements Who You Are You embody our values: customer-first in every interaction; ambitious and outcomes-oriented; radically collaborative across functions and regions; always learning and sharing knowledge; and committed to equity in how you lead, coach, and serve customers. 5+ years in Customer Success, Account Management, or related SaaS roles serving SMB customers, with 2+ years leading or mentoring CSMs. Proven track record achieving SMB retention and expansion goals through lifecycle playbooks Strong program management skills: you scope, implement, and iterate programs that lift adoption, reduce churn risk, and drive retention and growth. Data-driven operator comfortable with forecasting, dashboards, health scoring, and translating insights into clear team actions. Excellent communication skills with the ability to simplify complex concepts for non-technical users and to influence stakeholders internally and externally. Hands-on expertise collaborating in Salesforce and a CS platform (e.g., Gainsight), and familiarity with ecommerce and marketing platforms (Email, SMS, WhatsApp). Comfortable working across ANZ/SEA time zones; adaptable to a fast-moving, high-ownership environment. You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient. Full working rights in Australia Nice to Have Klaviyo experience, plus completion of the Klaviyo Product Certificate is a strong advantage: Klaviyo product certificate | Klaviyo Academy Experience building SMB success programs (webinars, office hours, education series) and community/advocacy motions. Familiarity with ecommerce platforms, partner ecosystems, and agency-led customer models in APAC. Location and Work Style Primary location: Sydney, Australia. Team members are based in Sydney and Singapore. Occasional travel within APAC for customer meetings and team enablement. Get to Know Klaviyo We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us. Equal Opportunity Statement Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law. #J-18808-Ljbffr