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About the Role

This role builds and runs the numbers and mechanics that determine customer coverage, capacity, and book performance, translating them into actionable reporting for leadership. You will collaborate with CS leadership, Sales Ops, Finance, and Data teams to model territories, build renewal operational views, and ensure the accuracy and usability of data for business decisions.

Responsibilities

Maintain and update headcount and capacity models based on hiring, attrition, and book growth.
Support account assignment and territory planning by modeling options, running quarterly rebalancing, and executing reassignments.
Ensure data consistency across Salesforce, Gainsight, and reporting systems.
Identify and recommend solutions for coverage gaps relative to customer value or risk.
Build and manage data for weekly, monthly, and quarterly business reviews, delivering timely inputs with clear insights.
Own renewal operations reporting, including upcoming renewals, status, at-risk accounts, and retention outcomes.
Create and maintain CS dashboards and reports for CSMs, managers, and leadership.
Contribute to and maintain rhythm of business reporting across all CS and Renewals segments.
Address ad hoc data questions from leaders with actionable recommendations.
Proactively identify patterns in data such as churn drivers, coverage gaps, and capacity strain.
Automate recurring data pulls and reports, and document processes.
Collaborate with Sales Ops, Finance, and Data teams to ensure consistent definitions and numbers across the company.

Requirements

3-5 years in Customer Success Ops, Sales/Revenue Ops, FP&A, or an analytics role supporting a go-to-market team, preferably in a SaaS company.
Experience with territory design, account assignment, or capacity planning is a significant advantage.
Ability to clearly explain data to non-technical audiences.
Attention to detail and ability to work at a fast pace.
Curiosity to understand the underlying reasons for data changes.
Commitment to building sustainable and reliable tools and processes.

Skills

SQL
Tableau or similar BI tools
Salesforce
Gainsight
Advanced spreadsheet skills
Python (nice to have)
Snowflake (nice to have)

Location

US Locations

Work Type

Up to 10% travel

Experience Level

3-5 years

Salary/Compensations

$73,600—$110,400 USD

Benefits

Comprehensive range of health, welfare, and wellbeing benefits
Participation in the company’s annual cash bonus plan
Variable compensation (OTE) for customer success roles
Equity
Sign-on payments

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.
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.