Sr. Director, Customer Success & Support Operations

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San Francisco, CA
236K-354K Annually
Senior level
eCommerce • Marketing Tech • Software
The Role
The Senior Director of Customer Success & Support Operations will lead strategy for operating teams, focusing on customer retention, upselling, and driving operational efficiency while collaborating with various stakeholders to implement systems and enhance processes.
Summary Generated by Built In

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.
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.

Top Skills

CRM
Customer Support Systems
Psa

What the Team is Saying

Person1
Amit
Director of Business Intelligence
“It’s a privilege to work with so many smart and driven co-workers. Coming in to work at Klaviyo is like being on a different level of high achievers who all want to show up and do their best work. It’s a real joy to be in such a driven environment!“
Amit
Koby
Eva
Natalie
Tai
Allen
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The Company
San Francisco, CA
1,500 Employees
Hybrid Workplace
Year Founded: 2012

What We Do

Klaviyo is a unified customer platform that gives online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into productive long-term relationships—at scale. With Klaviyo, brands can unify customer data from more than 220 integrations to automate personalized email and SMS communications that make customers feel seen. From mom-and-pop shops to established companies, innovative brands like Unilever, Living Proof, Solo Stove, Citizen Watches, and more than 100K other paying users leverage Klaviyo to acquire, engage, and retain customers—and grow on their own terms.

Learn more at klaviyo.com.

Why Work With Us

We refer to our employees as ‘Klaviyos’, and we make up a diverse community united around shared values: We’re curious, collaborative, driven, innovative, fun, and fully ourselves at work. No matter which team you join, your work won’t just impact Klaviyo. It’ll help empower our customers and enable creators across the globe to own their destinies.

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Klaviyo Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
San Francisco, CA
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