Senior Manager, Customer Success Operations

About the Role

We’re looking for a systems-minded and customer-obsessed Senior Manager of Customer Success Operations to accelerate Klaviyo’s Digital-first and At Scale engagement model. In this role, you’ll partner closely with the Digital and At Scale Customer Success teams, as well as work with Product, Customer Education and Marketing to operationalize the tools, data, automation, and processes that help customers learn, adopt, and grow at scale.

Working in close partnership with the GTM systems and Customer Success teams, you’ll drive the operational engine behind digital and hybrid engagement models including lifecycle automation, AI-powered engagement, adoption/education enablement. If you thrive at the intersection of technology, data, and customer experience—and enjoy turning strategy into scalable, measurable outcomes—this role gives you the opportunity to shape how tens of thousands of customers experience Klaviyo.

How You’ll Make an Impact

• Translate strategic digital CS goals into execution plans—including system changes, cross-functional alignment, and project management

• Help design and execute scalable lifecycle workflows, triggers, and automations that power onboarding, adoption, expansion, and ongoing customer success

• Operationalize digital customer lifecycle programs including triggered communications, in-app engagements, personalized guidance, and automated success plans

• Optimize the digital CS tech stack—including Gainsight CS/PX, automation tools, AI agents, LMS platforms, and community systems

• Lead change management efforts tied to digital transformation initiatives within the broader Customer Success organization

• Deploy AI-driven insights, nudges, and in-product guidance to accelerate customer engagement and reduce manual CS effort

• Collaborate with Community and Education teams to operationalize learning journeys, certifications, and peer-driven engagement

• Maintain operational rigor through standardized processes, documentation, governance, and change management

What You Bring

• 7+ years of experience in Customer Success Operations, Digital CS, or scaled CS programs within a B2B SaaS environment

• Hands-on expertise with Gainsight CS/PX and modern customer lifecycle automation tools; familiarity with LMS, community, and support platforms

• Experience designing automated journeys, workflows, and digital engagement programs

• Comfort working with AI-driven tooling (agents, copilots, rule logic) in customer-facing contexts

• Strong analytical skills, with experience building dashboards, KPIs, and insights using multi-source data

• Ability to influence cross-functional partners and translate strategy into clear operational plans

• Clear communication, strong project management, and a bias toward action and continuous improvement

• Bachelor’s degree in Business, Operations, Information Systems, Analytics, or related field (or equivalent experience)

• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

#LI-HYRBID

#LI-ABBEY

Massachusetts Applicants:

**It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

Base Pay Range For US Locations:

$152,000—$228,000 USD

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.

_By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice. _

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.

By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).