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About the Role
This role focuses on managing and enhancing the customer experience for Klaviyo's highest-value accounts, blending strategic design with operational execution to ensure team effectiveness and customer satisfaction.
Responsibilities
- Shape the high-touch customer experience by designing and piloting key customer moments.
- Define the scope and offerings of the high-touch program.
- Translate customer feedback and data into actionable program improvements.
- Collaborate with cross-functional teams to address customer-perceived gaps.
- Own the operating model for the high-touch segment, including coverage, capacity, and cost.
- Establish and track key performance metrics for the segment.
- Lead planning cycles and investment decisions for the segment.
- Develop and maintain playbooks, workflows, and tooling for the team.
- Manage strategic and operational projects from conception to completion.
- Translate leadership priorities into actionable plans with clear ownership and success measures.
- Structure cross-functional problem-solving and drive adoption of new processes.
- Prepare decision-ready materials and recommendations for leadership.
Requirements
- 5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS, with experience close to enterprise or high-touch customers.
- Proven experience designing a customer program or operating model with measurable impact.
- Outcome-oriented approach to problem-solving.
- Proficiency with data analysis tools such as Salesforce, Gainsight, Tableau, or Snowflake.
- Ability to influence without direct authority across Sales, Support, Product, and CS.
- Clear written and verbal communication skills, with the ability to lead with answers for executives.
- Experience using AI or automation to scale customer engagement and CSM efficiency.
- Experience with customer segmentation, health scoring, or customer journey design is a plus.
- Program or project management certification is a plus.
Skills
- Customer Success
- CS Operations
- Strategy
- Program Management
- SaaS
- Enterprise Customer Management
- High-Touch Customer Management
- Customer Experience Design
- Operating Model Design
- Metrics Tracking
- Data Analysis
- Salesforce
- Gainsight
- Tableau
- Snowflake
- Influencing
- Cross-functional Collaboration
- Project Management
- AI/Automation
- Customer Segmentation
- Health Scoring
- Customer Journey Design
Location
- US Locations
Work Type
- Full-time
- Hybrid
Experience Level
- 5-8 years
Salary/Compensations
- $120,000—$180,000 USD
Benefits
- Participation in the company’s annual cash bonus plan
- Variable compensation (OTE) for sales and customer success roles
- Equity
- Sign-on payments
- Comprehensive range of health, welfare, and wellbeing benefits
About the Company
- Klaviyo empowers creators to own their destiny by making first-party data accessible and actionable.
- We see limitless potential for our technology to nurture personalized experiences in ecommerce and beyond.
- We are looking for ambitious and collaborative teammates who stay focused on delighting our customers.
- We offer a welcoming environment where you can be your whole self from day one and provide generous benefits.
- AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop).
Equal Opportunity
- 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.