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Lead, Gainsight, Customer Success Operations @ Klaviyo!

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, you’ll ensure Gainsight is intuitive, insightful, and indispensable for our front-line CSMs. 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!

Duties & Responsibilities

Orchestrate and Optimize Cross Functional Workflows:

• 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.
• Works closely with our Gainsight Developer to ensure seamless integration of CS tools, platforms, and processes.

Enable CSM Efficiency & Tooling Enhancements:

• 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

Drive Operational Excellence & Sustainability:

• 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

Cross-Functional Program Leadership:

• 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
• Lead and assist CS Enablement Efforts, as well as leading UAT efforts

Measure & Report on Impact:

• Establish performance measurement frameworks to track the success of operational improvements.
• Regularly communicate key insights, data-driven recommendations, and process optimization opportunities to leadership.

Required Skills & Abilities

• 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 stra