Head of High-Touch CX Strategy & Operations

Klaviyo; Irvine (CA); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Klaviyo is seeking a strategic and hands-on leader to shape the high-touch customer experience for our largest customers. You will design programs, define operating models, and build the rhythms, metrics, and processes that scale with growth.

You will partner with CS leadership, Sales, Product, Support and Marketing to close gaps, drive adoption, and influence outcomes. Expect a role that blends strategy with execution and measurable impact.

Formación

• 5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS.
• Designed a customer program or operating model and demonstrated impact.
• You think in outcomes, define problems, and measure results.

Responsabilidades

• Shape the high-touch customer experience from onboarding to value.
• Define high-touch criteria and outcomes for key customers.
• Turn feedback into changes to programs, playbooks and engagement models.
• Work with Product, Support, Marketing, and Sales to close gaps across teams.

Conocimientos

CS Strategy

Strategy & Programs

SaaS

Data analysis

Executive communication

Herramientas

Salesforce

Gainsight

Tableau

Snowflake

Descripción del empleo

Klaviyo is seeking a strategic and hands-on leader to shape the high-touch customer experience for our largest customers. You will design programs, define operating models, and build the rhythms, metrics, and processes that scale with growth.

You will partner with CS leadership, Sales, Product, Support and Marketing to close gaps, drive adoption, and influence outcomes. Expect a role that blends strategy with execution and measurable impact.