Sr. Director, Customer Success & Support Operations

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.
The Senior Director, Customer Success, Support & Professional Services Operations will lead and set strategy for the operations teams supporting customer success, support, and professional services organizations at Klaviyo. This role will offer strategic partnership, consultation, and hands-on execution support to our Chief Customer Officer and CS&S leaders. They will partner closely with stakeholders on cross-functional teams to plan and implement systems and programs in support of Klaviyo's strategic initiatives. This is a leadership role that requires a strategic thinker with strong communication skills and a customer-focused mindset.
How you'll make an impact:

• Work with business owners to oversee the implementation of the CS&S strategy and programs across all regions and customer segments
• Lead transformational initiatives to support Klaviyo's growth objectives with a focus on achieving customer retention and upsell/cross-sell KPIs (e.g., NRR, GRR, iARR)
• Partner with business owners to identify and implement new monetization opportunities through customer success programs and service offerings
• Build strong relationships with key stakeholders, including sales, product, marketing, finance, business intelligence, and data science teams, to drive customer success and retention
• Develop and implement processes and best practices to enhance the efficiency and effectiveness of CS&S teams
• Implement and manage professional services, support and customer success tools and platforms (PSA, CRM, customer support systems) to ensure data accuracy and facilitate efficient operations
• Own and manage the daily/weekly/monthly forecast process by providing in-depth analysis of customer data to identify upsell and cross-sell opportunities and predicting churn risks
• Collaborate with business teams and product analytics for look-backs of customer trends and behaviors and co-author go-forward plans
• Collaborate with business partners and finance on annual planning and budgeting processes, including resource allocation and compensation planning
• Lead and mentor a high-performing CS&S operations team, fostering a culture of excellence and continuous improvement
• Ensure enablement teams are plugged into and executing comprehensive programs to train the field on new programs/offerings/plays
• Monitor and analyze market trends, customer needs, and competitive activities to inform strategic decisions

Who you are:

• 15+ years of experience in customer success, strategy, operations, or consulting role, with at least 5 years in a leadership position
• Subject matter expert with substantive knowledge of customer success, support and services functions
• Proven track record of driving customer retention, expansion, and operational efficiencies, preferably in a SaaS environment
• Strong analytical and financial acumen and ability to draw insights and influence data-driven decisions
• Excellent stakeholder management and communication skills
• Superb people and leadership skills and ability to drive large-scale change management in a fast-paced, high-growth environment
• Expertise navigating within ambiguous situations, with high levels of autonomy
• Demonstrated ability to take initiative and manage multiple, complex, competing priorities

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The pay range for this role is listed below. Some sales and success roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
Base Pay Range For US Locations:
$236,000 - $354,000 USD
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.
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.
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