Sr. Director, Customer Success, Support & Professional Services Operations

The Senior Director, Customer Success, Support & Professional Services Operations will lead and set strategy for the operations teams supporting customer success, support, and professional services organizations at Klaviyo.  This role will offer strategic partnership, consultation, and hands-on execution support to our Chief Customer Officer and CS&S leaders. They will partner closely with stakeholders on cross-functional teams to plan and implement systems and programs in support of Klaviyo’s strategic initiatives. This is a leadership role that requires a strategic thinker with strong communication skills and a customer-focused mindset.

How you’ll make an impact:

• Work with business owners to oversee the implementation of the CS&S strategy and programs across all regions and customer segments
• Lead transformational initiatives to support Klaviyo’s growth objectives with a focus on achieving customer retention and upsell/cross-sell KPIs (e.g., NRR, GRR, iARR)
• Partner with business owners to identify and implement new monetization opportunities through customer success programs and service offerings
• Build strong relationships with key stakeholders, including sales, product, marketing, finance, business intelligence, and data science teams, to drive customer success and retention
• Develop and implement processes and best practices to enhance the efficiency and effectiveness of CS&S teams
• Implement and manage professional services, support and customer success tools and platforms (PSA, CRM, customer support systems) to ensure data accuracy and facilitate efficient operations
• Own and manage the daily/weekly/monthly forecast process by providing in-depth analysis of customer data to identify upsell and cross-sell opportunities and predicting churn risks
• Collaborate with business teams and product analytics for look-backs of customer trends and behaviors and co-author go-forward plans
• Collaborate with business partners and finance on annual planning and budgeting processes, including resource allocation and compensation planning 
• Lead and mentor a high-performing CS&S operations team, fostering a culture of excellence and continuous improvement
• Ensure enablement teams are plugged into and executing comprehensive programs to train the field on new programs/offerings/plays
• Monitor and analyze market trends, customer needs, and competitive activities to inform strategic decisions

Who you are:

• 15+ years of experience in customer success, strategy, operations, or consulting role, with at least 5 years in a leadership position
• Subject matter expert with substantive knowledge of customer success, support and services functions
• Proven track record of driving customer retention, expansion, and operational efficiencies, preferably in a SaaS environment
• Strong analytical and financial acumen and ability to draw insights and influence data-driven decisions
• Excellent stakeholder management and communication skills
• Superb people and leadership skills and ability to drive large-scale change management in a fast-paced, high-growth environment
• Expertise navigating within ambiguous situations, with high levels of autonomy
• Demonstrated ability to take initiative and manage multiple, complex, competing priorities