Lead Klaviyo’s North American Enterprise Customer Success organization, managing 5–7 managers and approximately 40–50 CSMs. Own post-onboarding customer experience, retention, and cross-sell performance; establish goals, metrics, processes, and scalable account strategies. Partner with Sales, Product, Marketing, Finance, and Onboarding, resolve escalations, and develop leaders. Use customer data, predictive AI, and tools such as Claude, Gleen, and ChatGPT to improve workflows and renewal and expansion outcomes.