Leads strategy and operations for Klaviyo’s high-touch customer segment. Designs customer experiences, engagement programs, playbooks, and operating models; establishes metrics for adoption, retention, expansion, and sentiment; manages planning and investment decisions; and leads cross-functional strategic projects from concept through launch and measurement. Partners with Customer Success, Sales, Support, Product, and Marketing to improve enterprise customer outcomes and scale CSM effectiveness through data, automation, and AI.

Own customer success capacity and coverage models, account assignments, territory planning, renewal operations reporting, dashboards, and business review data. Analyze churn, coverage gaps, and capacity constraints; provide recommendations to leadership; automate recurring reports; and align definitions across Customer Success, Sales Operations, Finance, and Data teams. The role requires strong SQL, BI, spreadsheet, Salesforce, and Gainsight skills, with preferred Python or Snowflake experience.