Director of Customer Success Operations, Klaviyo
$184-276k
+ Sales roles are also eligible for variable compensation
1+ day a week in office
Intelligent marketing automation powered by customer data
Open for applications
Intelligent marketing automation powered by customer data
1001+ employees
Open for applications
$184-276k
+ Sales roles are also eligible for variable compensation
1+ day a week in office
1001+ employees
Company mission
To give online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into long-term relationships—at scale.
Role
Who you are
- Strong skills and experience in Customer Success operations, business analysis, programmatic execution, and overall program management & business enablement. It is preferable that you also have experience with Support and Services operations
- Experience supporting global and regional Customer Success leaders, CSM leaders, and CSM managers
- The ability to partner with various stakeholders across functions like Incentive Compensation, FP&A, Sales & Deal-Desk Operations, HR Business Partners, Regional Recruiting Teams, Analytics, Business Intelligence, and Engineerin
- Proven ability to manage exceptional relationship management with senior and executive stakeholders and partners
- The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on creating solutions for our customers
- 12+ years of experience leading Customer Success operations in a scaled, global 24/7 Support organization for a SaaS or subscription-based business
- Demonstrated skills in data-driven decision making, assessing customer conditions, and partnering with Customer Success leadership on expansion, retention, and save strategies
- Adept at program management and orchestration, translating business needs into programmatic execution, and partnering with systems, analytics, and data teams
- Strong business analysis skills with the ability to analyze business information, leverage dashboards, track key metrics, draw data insights, and communicate them clearly to executives and senior management
- In-depth business domain experience in Customer Success, and decent understanding of onboarding and customer education services; and support operations
- Prior experience with Customer Success tools like Gainsight, SFDC, Gong, and dashboarding tools like Tableau or Thoughtspot
- Extensive experience partnering with compensation teams on incentive compensation design, with an intricate understanding of levers for churn, expansion, and retention for CSM incentives
- Experience designing CSM coverage and capacity models, leading CSM book carving and quota management, quarterly book shuffles and book balancing, and designing/managing processes for comp exceptions
- Excellent executive communication and organization skills, with a demonstrated ability to establish and maintain effective working relationships with all stakeholders and partners
- You balance attention to detail with swift execution, leading and executing multi-quarter roadmaps and milestones while operating autonomously with a bias towards action, learning, and constant iteration
- Proven track record in managing, leading, and motivating teams; actively recruit exceptional talent, and continuously develop your team with constructive mentoring
What the job involves
- Klaviyo is seeking a Director of Customer Success Operations to join our growing Go-to-Market Operations organization
- In this role, you'll report to the Sr. Director of Customer Success & Support Operations, partnering closely with global Customer Success leadership
- You'll play a key role in aligning Customer Success Operations with the overall Go-to-Market strategy, ensuring a seamless customer experience from acquisition to expansion
- Support strategic CS initiatives, business process transformation, standard operating procedures (SOPs), and rules of engagement for Customer Success Managers (CSMs)
- Drive CSM coverage models, and compensation management, and support regional CS leadership in renewals, retention, and expansion efforts
- Ensure rigorous execution of CSM playbooks, aid leadership in understanding success outcomes, and support forecasting processes
- Partner with forecasting to maintain a smooth weekly forecasting rhythm
- Strategy Execution: Translate business strategy into actionable plans, processes, SOPs, rules of engagement, and operational playbooks
- Lead automation initiatives for processes, workflows, and playbooks to empower CSMs
- Partner with analytics to establish success measurement frameworks and drive continuous improvement
- Analyze customer data to identify upsell and cross-sell opportunities that align with the Go-to-Market strategy
- Business Insights: Frame insights for strategic decision-making, partnering with analytics on customer health metrics, churn data, and customer feedback to identify improvement areas
- Measure success, develop churn reduction strategies, and improve expansion
- Customer Adoption: Guide the business to identify at-risk customers, activate churn mitigation playbooks, and accelerate adoption
- Partner on programs to address root causes of churn
- Enable CSMs: Partner with the enablement team on training programs and resources for CSM skill development in process changes, playbooks, rules of engagement, and workflows
- Optimize Performance: Partner with the CS Leader to establish KPIs for tracking the effectiveness of the CS team and individual CSMs
- Identify areas for improvement in team performance related to customer success, churn reduction, and customer health
- Cross-Functional Alignment: Work collaboratively with Sales and Marketing teams to develop joint customer success programs, ensure alignment of customer messaging across the lifecycle, and create feedback loops to inform product development
- Additionally, bridge the gap between the CS team and other departments like Product Development, Marketing, and Sales
- Ensure clear communication and collaboration for a seamless customer experience
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
46% female employees
4% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Funding (last 2 of 6 rounds)
Aug 2022
$100m
LATE VC
May 2021
$320m
SERIES D
Total funding: $778.5m
Company benefits
- Private health care cover
- All full time employees receive equity
- Commuting allowance for when you do travel to the office,
- A very generous education allowance every year for you to spend on learning and development.
- Free books policy - if you’re better off for having read it (or listened to it—audiobooks are covered too!) we’ll pay for it.
- Generous and flexible PTO policy
- Participation in Klaviyo ESPP
Company values
- We always put our customers first.
- We are owners.
- We strive to make the world more equitable.
- We are ambitious.
- We are always learning.
- We collaborate radically.
- We are remarkable.
Company HQ
Financial District, Boston, MA
Articles
Founders
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
Salary benchmarks
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Diversity & Inclusion at Klaviyo
Katelyn Nnake (Director of Diversity, Equity & Inclusion)
- At Klaviyo one of our key values is "we strive to make the world more equitable"
- In 2023 over 75% of Klaviyos participated in a Klaviyo Resource Group
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