Customer Success Ops & Analytics Lead

Klaviyo; Boston, Denver, San Francisco (MA, CO, CA); On-site; USD 74,000 - 110,000; Full time

Job summary

Klaviyo is seeking a Customer Success Ops/Revenue Ops professional to own capacity planning, renewal reporting, and data-driven insights across CS leadership, Sales Ops, Finance, and Data. You will build and maintain headcount models, run quarterly rebalancing, and ensure clean data across Salesforce, Gainsight and reporting to inform leadership decisions.

You will create weekly, monthly, and quarterly business reviews, own renewal metrics, and develop dashboards used by CS managers and

Qualifications

• 3-5 years in Customer Success Ops, Sales/Revenue Ops, FP&A, or an analytics role 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), delivering inputs on time and with a clear point of view.
• 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.
• Help drive and maintain rhythm of business reporting across all CS and Renewals segments.
• Answer ad hoc questions from leaders with a recommendation, not a spreadsheet dump.
• Spot patterns in the data (churn drivers, coverage gaps, capacity strain) and bring them to the team before they're asked for.
• Automate recurring pulls and reports, and document the process so it doesn't live in one person's head.
• Work with Sales Ops, Finance, and Data teams to make sure definitions and numbers match across the company.

Skills

SQL

Tableau

Salesforce

Gainsight

Territory design

Tools

Tableau

Salesforce

Gainsight

Job description

Klaviyo is seeking a Customer Success Ops/Revenue Ops professional to own capacity planning, renewal reporting, and data-driven insights across CS leadership, Sales Ops, Finance, and Data. You will build and maintain headcount models, run quarterly rebalancing, and ensure clean data across Salesforce, Gainsight and reporting to inform leadership decisions.

You will create weekly, monthly, and quarterly business reviews, own renewal metrics, and develop dashboards used by CS managers and