Director of Customer Success Operations, Klaviyo
$184-276k
3+ days a week in office
The autonomous B2C CRM
Job no longer available
The autonomous B2C CRM
1001+ employees
Job no longer available
$184-276k
3+ days a week in office
1001+ employees
Company mission
Klaviyo is the only autonomous CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
Devin Bhatia, Customer Success Manager
Our mission
Create exceptional customer experiences by providing immediate and long-lasting value, while empowering creators to own their growth.Insights
4% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Company benefits
- Private medical insurance
- Medical
- Dental
- Vision
- Lifestyle spending account
- Commuter benefits
- Modern Health - wellness platform
- Parental leave
- Company equity
- Employee stock purchase plan
- Mental health benefits
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Employee assistance program (EAP)
- 401(k) plan with company match
- Flexible paid time off (FPTO)
- 13 company holidays
- Paid parental bonding leave
Company values
- Put customers first: We prioritize our customers > customers’ customers > team > ourselves. We empathize deeply with our customers by walking in their shoes and solving their greatest pain points. We start with what’s best for the customer, not what’s best for us, and work backwards, delivering experiences our customers will talk about.
- Win together: We’re one team, we get to know each other, we’re okay with conflict and willing to disagree and commit. We are honest, direct, transparent, and respectful. We seek and incorporate diverse perspectives and assume good intent.
- We’re 1% done: We’re just getting started – our greatest products, work, and achievements are in front of us. We have a beginner’s mindset – we see the opportunities to build and improve and have the ambition to go after them. We benchmark against the best, aim to beat them, and celebrate when we do.
- Know the score: We’re clear about what success is for each project and how it ladders to our overall success. Results are what matter. Working hard is required, but it’s not success. We use data and past performance to motivate our future strategy.
- Be meticulous in your craft: We seek to do work so good that people rave about it. We are rigorous, thorough and prepared. We are or expect to be the experts everyone in the world turns to.
- Move fast, no shortcuts: Speed matters. We set ambitious deadlines, we like short cycles and being first to market. We don’t skip critical steps or requirements to make a date. We’re comfortable living in the grey and making judgment calls to decide what’s required and what’s not.
- Drivers wanted: No passengers — we’re proactive and engaged, and if we see something wrong it’s our responsibility to fix it or raise the issue to its owner. Have a vision and make sure it’s compelling. No job is beneath us. If it needs to get done, we’re happy to pick it up. We use and spend resources like they’re our own.
- Stay hungry, stay humble: We are insatiably curious learners; our slopes are very high. If we don’t know something, we’re world- class at figuring it out. We take calculated risks and sometimes make mistakes — we’re not perfect. When we fail, we learn from it and improve going forward. Feedback is a gift, even if it hurts sometimes. We don’t tolerate brilliant jerks.
Company HQ
Dublin, Republic of Ireland
Articles
Leadership
Andrew Bialecki
(Founder and Co-CEO)Co-founder and Co-CEO. Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Strategy Officer)Co-founder and currently our Chief Strategy Officer. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
Chano Fernandez
(Co-CEO)Chano serves as the co-CEO, leading all go-to-market functions at Klaviyo. He previously led organizations at SAP, Workday, and Eightfold.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 208 more jobs at Klaviyo