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Director, Customer Success Operations

Klaviyo

Klaviyo

Customer Service, Sales & Business Development, Operations
Denver, CO, USA
Posted on Monday, July 8, 2024

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.

Summary:

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.

Key responsibilities include but are not limited to:

  • 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.

You will thrive if you have:

  • 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. You have a.

How you will make a difference::

  • 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.

Who you are:

  • 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.

Get to know Klaviyo:

Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web, and mobile. Enabling companies to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use - so companies of all sizes are able to maximize their sales quickly. That’s why over 30,000 innovative companies like Unilever, Custom Ink and Eventbrite sell more with Klaviyo.


#LI-Hybrid

#LI-Dee

The pay range for this role is listed below. Sales 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:
$184,000$276,000 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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