Manager of Customer Operations

| Greater Boston Area
The Mission of the Manager of Customer Operations will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Manager of Customer Success and partner closely with Success Leadership & Sales Ops to fully understand & optimize our efficiency to provide real-time insights that allow us to quickly adjust our customer success strategy to better support our customers and improve retention.

You Will:

  • Analyze customer behavior, churn, upgrades and downgrades and customer support issues to drive strategies around retention and customer engagement
  • Provide insights into the customer lifecycle to drive product adoption and increase customer satisfaction
  • Create an ideal data model to represent Klaviyo account usage, customer relationships, with tracking over time, and collaborate with Engineering to implement.
  • Develop and refine operational dashboards and proactively monitor KPIs to provide insights and actions to the team
  • Ad-hoc analysis as required to aid management decision making
  • Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and CSAT & NPS scores
  • Proactively surface new ideas to improve business processes, operational systems and policies in order to help the business scale
  • Partner with Customer Success team and cross-functional teams to develop operationalize strategies to reduce churn, detect early signals of at-risk customers, design playbooks for the Success Team to address them, and provide path to escalation, increase product adoption and improve the effectiveness and efficiency of the team
  • Support capacity planning to ensure resources are leveraged most effectively including headcount, capacity planning and productivity models
  • Assist with key Customer Success planning activities during planning and budgeting cycle
  • Optimize success/support operations by automating laborious internal success tasks/processes
  • Provide feedback to Sales on the readiness of our customers
  • Help the Onboarding team overcome any delays in implementation

You Bring:

  • Experience creating a dynamic dashboarding system for customer success teams and partner success teams using systems such as Salesforce, Tableau, LookR, Gainsight
  • Experience owning a CSAT & NPS process at scale
  • Experience with database use and a working knowledge of database platforms, including MySQL.
  • Working knowledge of how to gather, analyze and organize data for meeting business requirements.
  • Results oriented, attention to detail, ability to prioritize multiple objectives and projects.
  • Quick learner, curious and strong analytical skills.
  • Exceptional verbal and written communication skills to be able to communicate with customers, peers and management.
  • Passion for designing processes that scaleAbility to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Enjoys digging into complex operations
  • Takes a high degree of ownership over their work
  • Clear communicator with strong listening skills; open to input from other team members and departments
  • Ability to influence by translating data into compelling stories

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.

An Insider's view of Klaviyo

What’s the vibe like in the office?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Promote from within
Continuing Education stipend
We offer $3000 annualy for continuing education.
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