--- title: 'Senior Director, Customer Success, APJ at Klaviyo' canonical: 'https://feeny.ai/job/senior-director-customer-success-apj-klaviyo-sydney-fhda7tq25q36' type: 'job' last_seen: '2026-10-29' --- # Senior Director, Customer Success, APJ at Klaviyo - **Company:** Klaviyo - **Location:** Sydney, Australia - **Compensation:** $288k–$432k - **Posted:** 2026-10-27 - **Last confirmed live:** 2026-10-29 - **Apply:** https://www.klaviyo.com/careers/jobs/8044444003?gh_jid=8044444003 ## Job description 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](http://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, 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. Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Your recruiter can provide more details about the specific salary/OTE  range for your preferred location during the hiring process. Base Pay Range in Local Currency: $288,000—$432,000 AUD This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance. 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. AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our [Guidelines for using AI in the Klaviyo interview Process](https://www.klaviyo.com/careers/ai-guidance). For more information about how we process your personal data, see our [Job Applicant Privacy Notice](https://www.klaviyo.com/legal/job-applicant-privacy-notice). 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. IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls. By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice.  If you do not wish for Klaviyo to process your Personal Data, please do not submit an application.  You can find our Job Applicant Privacy Notice [here](https://www.klaviyo.com/legal/job-applicant-privacy-notice) and [here](https://www.klaviyo.com/fr/legal/job-applicant-privacy-notice) (FR). ## About Klaviyo ## Company Overview - **One-liner**: Klaviyo is an AI-first B2C CRM platform that unifies customer data, marketing automation, and analytics to help brands create personalized, revenue-driving customer experiences. - **Entity Type**: Public (NYSE: KVYO) - **Headquarters**: Boston, Massachusetts, USA (Global headquarters; also offices in San Francisco, Denver, London, Dublin, Sydney, Singapore, Paris) - **Founded**: 2012 - **Founders**: Andrew Bialecki and Ed Hallen ## Core Business - **Primary industry**: Marketing technology / Customer Data Platform / B2C CRM - **Target customers**: B2C brands (e.g., ecommerce, retail, consumer goods) – from SMB to enterprise; 193,000+ paying customers in 80+ countries - **Mission or purpose**: “Empower creators and brands to own their growth” – built to solve the customer data problem and strengthen customer relationships. ## Products & Services - **Klaviyo B2C CRM**: Unified platform combining customer data platform (CDP), marketing automation, analytics, and customer service into a single AI-first system. - **Email Marketing**: Core channel for personalized, automated email campaigns. - **SMS / RCS / WhatsApp / Mobile Push**: Omnichannel messaging with real-time triggers. - **Klaviyo CDP**: Built-in customer data platform that unifies profiles from 350+ native integrations. - **Reviews**: Product review and social proof functionality (launched 2023). - **Marketing Attribution & Analytics**: Optimization and attribution tools (launched 2018). - **Developer Tools**: APIs, webhooks, SDKs, warehouse syncs, and AI agent integrations (ChatGPT, Claude, MCP). ## Market Standing - **Valuation/Market Cap**: Public company; latest market cap available from NYSE trading data (not provided in search results). - **Key Metric**: Public company – refer to latest SEC filings (10-K/10-Q) for revenue and profitability. Private metrics: 193,000+ customers, 2,000+ employees, 7+ billion daily events processed. - **Notable Investors/Partners**: Co-CEOs Andrew Bialecki and Chano Fernandez; strategic investors include Summit Partners and others (prior to IPO). Key integrations with Shopify, Salesforce, Meta, and 350+ other platforms. - **Growth Signals**: Appointed Chano Fernández as co-CEO (January 2026); launched unified B2C CRM in 2025; 2,000+ employees worldwide; expanding into new channels (RCS, WhatsApp); strong AI-first positioning. ## Competitive Advantages - **Data-first architecture**: Built on a flexible customer data platform that unifies data, analytics, and execution – no need for separate CDP or middleware. - **AI-native**: AI is embedded in the product (AI agents, automated insights, one-click execution) and in the company culture (“AI is in our DNA”). - **Scale and reliability**: Processes 7+ billion daily events; enterprise-grade security, uptime SLAs, and peak-season support (e.g., Black Friday/Cyber Monday). - **Integration ecosystem**: 350+ pre-built integrations with major ecommerce, payment, CRM, and analytics tools. - **Developer-friendly**: Full APIs, webhooks, SDKs, and agentic workflow connectors (MCP, Claude, ChatGPT). ## Strategic Focus - **Unified B2C CRM**: Consolidating fragmented legacy stacks (CDP, marketing automation, service) into one platform. - **AI-first product development**: Leveraging AI agents and machine learning to automate personalization and campaign execution. - **International expansion**: Offices in Europe, Asia-Pacific, and Middle East (Singapore, Paris, Sydney). - **Enterprise growth**: Targeting large brands with dedicated CSMs, compliance, and advanced security. - **Talent and culture**: Hiring for “ambitious people” with emphasis on ownership, feedback, and meaningful challenges. ## Why Work Here - **Culture**: Values-driven with a focus on “put customers first”, “stay hungry, stay humble”, “move fast, no shortcuts”, and “win together”. High agency and autonomy expected. - **Hybrid/Remote**: Hybrid workspace model (offices in Boston, San Francisco, Denver, London, Dublin, Sydney, Singapore, Paris). Flexible PTO, company-wide Recharge Days, and a fully paid sabbatical every five years. - **Benefits**: Comprehensive health and wellness, financial benefits (retirement support, stock discounts), family care (parental leave), learning stipends, and mentorship. - **Engineering culture**: “Be meticulous in your craft” – solving complex problems at scale, AI and ML teams shaping the future of customer connections. Strong emphasis on continuous learning and growth. - **Diversity and inclusion**: Intentionally woven into team building, customer service, and product creation. ## Sources 1. [klaviyo.com/careers](https://www.klaviyo.com/careers) 2. [klaviyo.com/about](https://www.klaviyo.com/about) 3. [klaviyo.com](https://www.klaviyo.com/) 4. [indeed.com/cmp/Klaviyo/about](https://www.indeed.com/cmp/Klaviyo/about) 5. 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