Senior Data Science Analyst, Customer Success Analytics & Operations

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

Summary:

Klaviyo is looking for a Senior Advanced Analyst / Data Scientist to join our growing Customer Success Analytics & Operations team. In this role, you will report to the Senior Manager, OPS & Analytics. The successful candidate will leverage their quantitative and technical skillset, analyze data and build customer journey, archetype, and maturity models, and partner closely with Customer Success and Go-to-Market leadership. This role will have a meaningful impact via developing and maintaining models and delivering data-driven insights, analyzing customer behavior & business drivers, and developing strategies and solutions to drive results for Klaviyo’s customers. 

The successful candidate will be instrumental in driving greater insight and measurement of the customer experience and identifying benchmarks for success, leading to improved customer strategies and greater retention and expansion outcomes for Klaviyo. 

The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on solving problems for our customers by leveraging data science methodologies. This role requires a blend of analytical skills with a strategic mindset and a proven ability to communicate effectively with senior leadership.

How you will make a difference:

• Collaborate with senior leaders across Go-To-Market operations and the Customer Success team, to drive strategic analytics and support initiatives that shape the growth trajectory of Klaviyo
• Determine appropriate modeling methodology, and subsequently build, train, deploy, and maintain predictive models (e.g., build model drift monitoring) that can proactively identify Customer opportunities and drive customer success.

• Own and develop reporting and analytics resources, identify and create new benchmarks and metrics that drive customer success, and tell data driven stories about the health of Klaviyo’s customers
• Scope and plan end-to-end advanced analytics projects by identifying the business problem, leading exploratory data analysis, determining critical key performance indicators (KPIs) and implementing data-based solutions for appropriate business stakeholders.
• Dissect trends, quantify opportunities, and undertake customer and driver based journey analytics to support business planning & strategic decision making within Customer Success
• Convey findings in a cohesive story, including summarizing insights from analyses, identifying next steps and providing recommendations
• Collaborate with cross-functional teams across disciplines such as CS Systems & Engineering, Sales Operations, Marketing Operations, Product, Business Intelligence, Data Science and Finance

Who you are:

• You have 5+ years of professional experience in an advanced analytics or data science role; prior experience with SaaS an advantage
• You have experience working with various supervised (e.g., regression, classification, decision trees) and unsupervised (clustering, principal component analysis, anomaly detection) data science modeling techniques to drive business decision making and outcomes
• You possess advanced experience working with Python, SQL R, DBT, Github, and Excel to support operating efficiently and developing solutions at scale
• You have experience modeling within Python packages (e.g., pandas, numpy, scikit-learn, xgboost, statsmodels) and building data visualization across various platforms (e.g., Tableau, Thoughtspot, matplotlib, seaborn, ggplot2, plotly, shiny).
• You have well developed communication and organizational skills, a demonstrated ability working cross functionally to partner with Senior Business leaders, experience operating to a roadmap, managing projects and setting clear milestones and deliverables, and experience preparing materials for an executive audience
• You balance attention to detail with swift execution, taking ownership and delivering work product in a timely manner to drive outcomes 
• You are comfortable operating autonomously with a bias towards action, learning and constant iteration

Get to know Klaviy