Head of High-Touch CX Strategy & Operations

Klaviyo; Boston, Denver, San Francisco (MA, CO, CA); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Klaviyo in Boston is seeking a Senior Customer Success/CS Operations leader who will design and run high-value programs for enterprise customers. You will partner with CS leadership, Sales, Product, Marketing, and Support to shape experiences and measure impact.

The role blends strategy with hands-on execution, building operating rhythms, metrics, and playbooks to scale the high-touch team as the customer base grows; travel up to 10% may be required.

Formación

• 5–8 years in Customer Success, CS Operations, strategy, or program management.
• You have designed a customer program or operating model and can show what changed because of it.
• You think in outcomes first and can articulate problem, metric, and stopping criteria.
• You’re comfortable with data and can build analyses in tools like Salesforce, Gainsight, Tableau, or Snowflake.
• You influence without authority across Sales, Support, Product, and CS.
• You write and present clearly and can lead with executive-ready answers.
• You have experience using AI or automation to scale customer engagement and CS efficiency.

Responsabilidades

• Shape the high-touch customer experience by designing onboarding-to-value moments and renewal/expansion plays.
• Define what high-touch should mean—who qualifies, what they receive, and outcomes for each touchpoint.
• Turn customer feedback and data into specific program changes, playbooks and engagement models.
• Work with Product, Support, Marketing, and Sales to close gaps customers feel across teams.
• Own the operating model for the high-touch segment: coverage, capacity, cost to serve and scaling as the customer base grows.
• Set metrics (adoption, retention, expansion, sentiment) and build cadence to review them.
• Lead the planning cycles for the segment and justify investments vs. automation or pooling.
• Build playbooks, workflows, and tooling the team uses and keep them current.
• Prepare clear, decision-ready materials for leadership with recommendations.

Conocimientos

Customer Success

CS Operations

Strategy

Program Management

Data Analysis

Executive Communication

Influence without authority

AI/Automation

Herramientas

Salesforce

Gainsight

Tableau

Snowflake

Descripción del empleo

Klaviyo in Boston is seeking a Senior Customer Success/CS Operations leader who will design and run high-value programs for enterprise customers. You will partner with CS leadership, Sales, Product, Marketing, and Support to shape experiences and measure impact.

The role blends strategy with hands-on execution, building operating rhythms, metrics, and playbooks to scale the high-touch team as the customer base grows; travel up to 10% may be required.