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Senior Operations Manager, Customer Success Operations @ Klaviyo!

Summary

The Senior Ops Manager, Customer Success Operations will be responsible for designing, implementing, and optimizing operational frameworks that enable Customer Success (CS) teams to drive efficiency, reduce friction, and maximize customer impact at scale. This role focuses on building sustainable, data-driven processes and digital workflows that enhance the customer journey while supporting internal CS efficiency.

The ideal candidate is a strategic thinker with a strong analytical background, adept at cross-functional collaboration, and experienced in scaling operations within a SaaS environment. They will work closely with Customer Success, Systems, Analytics, At-Scale, and Customer Experience Management teams to orchestrate solutions that improve automation, process optimization, and tool integration.

Duties & Responsibilities:

Orchestrate and Optimize Cross Functional Workflows:

• Define, implement, and continuously improve workflows and automation strategies that enable Klaviyo to drive customer success at scale.
• Ensure seamless integration of CS tools, platforms, and processes to enhance operational efficiency and scalability.

Enable CSM Efficiency & Tooling Enhancements:

• Partner with Customer Success, Analytics, 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, forecasting, and retention tracking.

Drive Operational Excellence & Sustainability:

• Develop governance frameworks and standard operating procedures (SOPs) to ensure process consistency across global CS teams.
• Lead efforts to enhance forecasting accuracy, contract management workflows, and data quality within CS systems.

Cross-Functional Program Leadership:

• Act as a key stakeholder between Customer Success At-Scale, Digital, and CS Analytics teams, ensuring alignment on digital-first and At-scale success motions.
• Lead initiatives to integrate predictive analytics, proactive engagement strategies, and effective playbooks into CS operations.

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 analytical and problem-solving skills, with experience using data to drive decision-making and process improvements.
• Expertise in operational efficiency and automation, particularly within Customer Success organizations.
• Hands-on experience with CS tools and platforms (e.g., Gainsight, Salesforce, Snowflake, Tableau).
• 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 understanding of customer success methodologies, particularly in a B2B SaaS environment.

Education & Experience

• 6+ years of experience in Customer Success Operations, CS Analytics, Digital Success, At-Scale motions, or similar roles in B2B SaaS/Tech.
• Proven history of designing and implementing scalable customer success operations that drive measurable business outcomes.
• Experience leading data-driven process improvements and working with cross-functional teams to optimize CS workflows.
• Demonstrated ability to manage CS tooling and system enhancements, ensuring alignment with business objectives.

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