Lead, Customer Experience Strategy and Operations (High-Touch) at Klaviyo · Boston, MA · Joined
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Lead, Customer Experience Strategy and Operations (High-Touch)
Klaviyo · Boston, MA · Just now · 0 applicants
NewOn-siteFull-timeSenior
Pay
$120k–$180kListed
Workplace
On-site
Job type
Full-time
Level
Senior
Team: Customer Experience Strategy and Operations · Source: jobright · Posted by joined-scrapper
About the role
Klaviyo is looking for a Lead to shape customer experience strategy and operations for high-value accounts, defining the segment's operating model, metrics, plans, and playbooks while running cross-functional initiatives. The role requires 5-8 years of customer success or CS operations experience, strong data skills, and executive-level communication.
What you’ll do
Design customer experiences and programs for highest-value accounts
Own the high-touch segment's operating model, metrics, and planning
Develop and maintain segment playbooks
Lead cross-functional strategic and operational projects
Drive program adoption and sustain new operational practices
What you’ll need
5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS
Proven experience designing a customer program or operating model with measurable impact
Outcome-first thinking with clear problem definition, success metrics, and prioritization
Data analysis proficiency in Salesforce, Gainsight, Tableau, or Snowflake
Strong influence without authority across Sales, Support, Product, and CS
Clear writing and executive-level presentation skills
Original job description
Klaviyo is hiring a Lead, Customer Experience Strategy and Operations to design customer experiences and programs for its highest-value accounts. The role also owns the high-touch segment’s operating model, metrics, planning, playbooks, and cross-functional strategic and operational projects.5-8 years in Customer Success, CS Operations, strategy, or…