Sr. Director – Customer Success & Support Operations

Sr. Director – Customer Success & Support Operations

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

No preferred qualifications provided.