Klaviyo - Denver, CO
posted 4 months ago
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. This position is critical in supporting strategic Customer Success initiatives, business process transformation, standard operating procedures (SOPs), and rules of engagement for Customer Success Managers (CSMs). You will drive CSM coverage models, manage compensation, and support regional CS leadership in renewals, retention, and expansion efforts. Additionally, you will ensure rigorous execution of CSM playbooks, aid leadership in understanding success outcomes, and support forecasting processes. Partnering with forecasting will be essential to maintain a smooth weekly forecasting rhythm. In this role, you will thrive if you possess 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. You will be expected to support global and regional Customer Success leaders, CSM leaders, and CSM managers, while also partnering with various stakeholders across functions like Incentive Compensation, FP&A, Sales & Deal-Desk Operations, HR Business Partners, Regional Recruiting Teams, Analytics, Business Intelligence, and Engineering. Proven ability to manage exceptional relationship management with senior and executive stakeholders and partners is crucial. 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 will be responsible for translating business strategy into actionable plans, processes, SOPs, rules of engagement, and operational playbooks. Leading automation initiatives for processes, workflows, and playbooks to empower CSMs will be a key part of your role. You will partner with analytics to establish success measurement frameworks and drive continuous improvement, analyzing customer data to identify upsell and cross-sell opportunities that align with the Go-to-Market strategy. Additionally, you will frame insights for strategic decision-making, partnering with analytics on customer health metrics, churn data, and customer feedback to identify improvement areas. Your role will also involve guiding the business to identify at-risk customers, activating churn mitigation playbooks, and accelerating adoption. You will partner on programs to address root causes of churn and work collaboratively with Sales and Marketing teams to develop joint customer success programs, ensuring alignment of customer messaging across the lifecycle and creating feedback loops to inform product development.