Customer Success Ops Analytics Lead (Equity & Bonus)

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

Benefits offered by this job

Annual bonus plan

Variable compensation (OTE)

Equity

Sign-on payments

Health, welfare and wellbeing benefits

Job summary

Klaviyo is hiring a Customer Success Ops professional in San Francisco to own capacity planning, assignment modelling, and renewal reporting. You will collaborate across CS leadership, Sales Ops, Finance, and Data to build reliable dashboards and processes.

The role requires 3–5 years in CS Ops or similar, strong SQL, and experience with Salesforce and Gainsight. You will help drive data-driven decisions that maximize customer value and retention.

Qualifications

• 3-5 years in Customer Success Ops, Sales/Revenue Ops, FP&A, or 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.
• Experience with territory design, account assignment, or capacity planning is a big plus.
• You explain data clearly to people who don't live in it, and you can tell a CSM, a director, and a VP what a number means for them.
• You're careful with details and still move fast. Reporting that's late or wrong doesn't help anyone.
• You're curious about why the number moved, not just what it is.
• You build tools and processes you'd want to inherit, not just ones that get you through this week.

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 / BI tools

Advanced spreadsheet skills

Data storytelling

Tools

Salesforce

Gainsight

Tableau

Job description

Klaviyo is hiring a Customer Success Ops professional in San Francisco to own capacity planning, assignment modelling, and renewal reporting. You will collaborate across CS leadership, Sales Ops, Finance, and Data to build reliable dashboards and processes.

The role requires 3–5 years in CS Ops or similar, strong SQL, and experience with Salesforce and Gainsight. You will help drive data-driven decisions that maximize customer value and retention.