Lead, Gainsight Analyst (Customer Success Operations)

Klaviyo • Boston, MA

288d • $96,000 - $144,000

About The Position

Klaviyo is looking for a dynamic and strategic Gainsight Operations Lead to take our Customer Success (CS) platform to the next level. This role goes far beyond system management & maintenance—it's about driving impact. You'll be at the forefront of optimizing our Gainsight environment to empower our CS team with actionable insights, developing as a key partner to Customer Success Leadership, Enablement, Systems, and Analytics teams. Your work will directly shape how Klaviyo scales its CS operations, helping to deliver proactive, data-driven engagement across our customer base. We're looking for someone with deep Gainsight expertise (CS, PX, Journey Orchestrator), experience with content creation, and a strong understanding of digital and at-scale CS programs. If you're passionate about creating seamless user experiences, automating workflows, and enabling teams with data-driven decision-making—this role is for you!

Requirements

• Strong understanding of Customer Success Operations, digital-first engagement strategies, and At-Scale CS Programs.
• Strong Data Management and reporting capabilities, including Gainsight Reports, Salesforce, and Tableau.
• Expertise in Gainsight administration with experience in configuring Gainsight CS, PX, and Journey Orchestrator.
• Excellent problem-solving skills with the ability to troubleshoot system issues and drive process improvements.
• Ability to train and enable end users to maximize adoption and impact of Gainsight.
• Ability to build and scale operational frameworks that enhance customer experience and internal efficiency.
• Excellent project management skills, with the ability to lead cross-functional initiatives and drive execution.
• Ability to influence stakeholders across different teams, balancing strategic vision with execution.
• Strong project management skills with the ability to lead system implementations, enhancements, and governance.

Nice To Haves

• Gainsight Certifications (Associate Admin 1, Topic-Specific).
• Additional Certifications a plus.
• Proven history of designing and implementing scalable customer success platforms that drive measurable business outcomes.
• Experience leading data-driven process improvements and working with cross-functional teams to optimize CS workflows.

Responsibilities

• Curate, organize, and manage CSM artifacts while working closely with marketing and internal documentation teams.
• Define, implement, and continuously improve Journey Orchestrator workflows and automation strategies that enable Klaviyo to drive customer success at scale.
• Work closely with our Gainsight Developer to ensure seamless integration of CS tools, platforms, and processes.
• Partner with CSM Leadership, Analytics, BPA, and Systems teams to enhance Gainsight, Salesforce, and other key CS platforms.
• Identify gaps in tooling and data accessibility, working cross-functionally to implement solutions that streamline customer journey management, CSM Workflows, and Dashboard usage.
• Develop governance frameworks and standard operating procedures (SOPs) to ensure process consistency across global CS teams.
• Ensure all Customer-facing material is up-to-date and current while maintaining internal documentation.
• Lead efforts to enhance product & process adoption across all areas of customer success.
• Act as a key stakeholder between Customer Success At-Scale, Digital, and CS Analytics teams, ensuring alignment on CSM Managed, Digital, and At-scale success motions.
• Lead initiatives to integrate predictive analytics, proactive engagement strategies, and effective playbooks into CS operations.
• Partner with Customer Success Enablement to drive best-in-class user training and enablement campaigns.
• Establish performance measurement frameworks to track the success of operational improvements.
• Regularly communicate key insights, data-driven recommendations, and process optimization opportunities to leadership.

Benefits

• Participation in the company's annual cash bonus plan.
• Variable compensation (OTE) for sales and customer success roles.
• Equity and sign-on payments.
• Comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree