Customer Success Operations & Insights Analyst

Klaviyo; Boston (MA); On-site; USD 74,000 - 110,000; Full time

Benefits offered by this job

Annual bonus plan

Equity

Sign-on bonus

Health benefits

Job summary

Klaviyo is hiring a Customer Success Ops / Revenue Ops specialist to own capacity, coverage and renewal reporting. You will model headcount, run quarterly rebalancing, maintain assignment data in Salesforce and Gainsight, and deliver dashboards for CS leadership and executives.

You’ll build reports for weekly/monthly business reviews, track renewal status, at-risk accounts, and retention outcomes, and work with Sales Ops, Finance, and Data teams to align definitions across the company.

Qualifications

• 3–5 years in Customer Success Ops, Sales/Revenue Ops, FP&A, or analytics supporting a go-to-market team, ideally at a SaaS company.
• Strong SQL and comfort in Tableau or a similar BI tool.
• Salesforce and Gainsight experience.
• Advanced spreadsheet skills. You can build a capacity model that someone else can pick up and trust.

Responsibilities

• Maintain headcount and capacity models, and keep them current as hiring, attrition, and book growth change the picture.
• Support account assignment and territory planning for CS leadership: model options, run quarterly rebalancing, and carry out reassignments when someone leaves or a customer's needs change.
• Keep assignment data clean and consistent across Salesforce, Gainsight, and reporting, so what the field sees matches what leadership sees.
• Flag where coverage doesn't match customer value or risk, and recommend how to fix it.
• Build and run the data behind weekly, monthly, and quarterly business reviews (QBR/MBR).
• Own renewal ops reporting: upcoming renewals, renewal status and activity, at-risk accounts and retention outcomes.
• Create and maintain CS dashboards and reports that CSMs, managers and LT rely on to run their books.

Skills

SQL

Tableau

BI tools

Territory design

Account assignment

Tools

Salesforce

Gainsight

Excel

Job description

Klaviyo is hiring a Customer Success Ops / Revenue Ops specialist to own capacity, coverage and renewal reporting. You will model headcount, run quarterly rebalancing, maintain assignment data in Salesforce and Gainsight, and deliver dashboards for CS leadership and executives.

You’ll build reports for weekly/monthly business reviews, track renewal status, at-risk accounts, and retention outcomes, and work with Sales Ops, Finance, and Data teams to align definitions across the company.