Head of High-Touch CX & Operations

Klaviyo; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Klaviyo in San Francisco seeks an experienced leader to shape and run high-touch customer success programs that drive value for our largest customers. You’ll design onboarding, executive engagement, and renewal strategies, while building the operating rhythm, metrics, and processes that keep the team effective as we scale.

You’ll work closely with CS Leadership, Sales, Support, Product, and Marketing to align efforts and measure outcomes.

Qualifications

• 5-8 years in Customer Success, CS Operations, strategy, or program management.

Responsibilities

• Shape high-touch customer experience across onboarding, executive engagement, and reviews.
• Define qualification criteria and outcomes for high-touch accounts.
• Translate feedback into program improvements and playbooks.
• Collaborate with Product, Support, Marketing, and Sales to close gaps across teams.
• Own operating model: coverage, capacity, and cost to serve as the customer base grows.
• Lead planning cycles and investment decisions for the segment.
• Build workflows and tooling for the team and keep them current.

Skills

Customer Success

Strategy

Program management

Cross-functional collaboration

Tools

Salesforce

Gainsight

Tableau

Snowflake

Job description

Klaviyo in San Francisco seeks an experienced leader to shape and run high-touch customer success programs that drive value for our largest customers. You’ll design onboarding, executive engagement, and renewal strategies, while building the operating rhythm, metrics, and processes that keep the team effective as we scale.

You’ll work closely with CS Leadership, Sales, Support, Product, and Marketing to align efforts and measure outcomes.