Manager, Customer Success Analytics & Operations (Boston)

Klaviyo is looking for an Analytics Manager to join our growing Customer Success Operations team. In this role, you will report to the Senior Manager, OPS & Analytics, and partner closely with Customer Success and Support leadership to deliver data driven insights, drive visibility and understanding of core metrics, customer behavior & business drivers, improve operational efficiencies, and develop scalable strategies to enhance the customer journey and success results. This role will be instrumental in driving greater insight and measurement of the digital customer experience, leading to improved customer strategies and greater retention and expansion outcomes for Klaviyo.

The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on solving problems for our customers.

How you will make a difference:

• Collaborate with senior leaders across the global customer success (post-sales) organization, particularly within tech-touch customer success, to drive strategic initiatives that shape the growth trajectory of Klaviyo
• Own and develop reporting and analytics resources for Customer Success and Support stakeholders; creating new metrics that drive increased visibility into the drivers of customer success and tell data driven stories about the health of Klaviyo’s customers
• Plan and scope end-to-end projects by identifying the business problem and selecting appropriate investigative testing and data solutions, and determining appropriate key performance indicators (KPIs) for the audience
• Dissect trends, quantify opportunities, and undertake customer and driver based journey mapping and modeling to support business planning & strategic decision making around Digital Customer Success At Scale
• Analyze customer engagements and transactions across the post sales customer journey and systems to drive actionable insights, recommendations, and optimizations
• Partner to create strategic direction for Customer Campaigns to drive successful onboarding and expansion from customers unassisted by customer success, and establish benchmarks for adoption & consumption that correlate to retention and growth to guide these campaigns
• Leverage data to conduct deep dive analysis across different areas of the business (e.g. customer segments / regions / product and service types) to develop an understanding of key value drivers, and identify improvement opportunities
• Implement processes to promote operational efficiency in a rapidly growing environment
• Partner with Customer Success and Support leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers
• Collaborate with cross-functional teams across disciplines such as CS Systems, Sales Operations, Marketing Operations, Product, Business Intelligence, and Finance

Who you are:

• You have 6+ years of professional experience in an analytics / business operations / finance / consulting role, with 1+ years of direct management experience; prior experience with SaaS and Post Sales Customer Journey Analytics is a bonus
• You possess well developed Excel, SQL and data visualization software skills (e.g. Tableau, PowerBI, etc); the ability to also use tools such as Python and R to work efficiently at scale is a plus
• You have well developed communication and organizational skills, a demonstrated ability working cross functionally to partner with Senior Business leaders, experience developing and actioning against a roadmap with clear milestones, and experience preparing materials for an executive audience
• You balance attention to detail with swift execution, taking ownership and delivering work product in a timely manner to drive outcomes
• You are comfortable operating autonomously with a bias towards action, learning and constant iteration
  

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