Senior Manager, Customer Success Operations

Klaviyo • Boston, MA

1d

About The Position

We’re looking for a systems-minded and customer-obsessed Senior Manager of Customer Success Operations to accelerate Klaviyo’s Digital-first and At Scale engagement model. In this role, you’ll partner closely with the Digital and At Scale Customer Success teams, as well as work with Product, Customer Education and Marketing to operationalize the tools, data, automation, and processes that help customers learn, adopt, and grow at scale.

Working in close partnership with the GTM systems and Customer Success teams, you’ll drive the operational engine behind digital and hybrid engagement models including lifecycle automation, AI-powered engagement, adoption/education enablement. If you thrive at the intersection of technology, data, and customer experience—and enjoy turning strategy into scalable, measurable outcomes—this role gives you the opportunity to shape how tens of thousands of customers experience Klaviyo.

Requirements

• 7+ years of experience in Customer Success Operations, Digital CS, or scaled CS programs within a B2B SaaS environment
• Hands-on expertise with Gainsight CS/PX and modern customer lifecycle automation tools; familiarity with LMS, community, and support platforms
• Experience designing automated journeys, workflows, and digital engagement programs
• Comfort working with AI-driven tooling (agents, copilots, rule logic) in customer-facing contexts
• Strong analytical skills, with experience building dashboards, KPIs, and insights using multi-source data
• Ability to influence cross-functional partners and translate strategy into clear operational plans
• Clear communication, strong project management, and a bias toward action and continuous improvement
• Bachelor’s degree in Business, Operations, Information Systems, Analytics, or related field (or equivalent experience)
• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.

Responsibilities

• Translate strategic digital CS goals into execution plans—including system changes, cross-functional alignment, and project management
• Help design and execute scalable lifecycle workflows, triggers, and automations that power onboarding, adoption, expansion, and ongoing customer success
• Operationalize digital customer lifecycle programs including triggered communications, in-app engagements, personalized guidance, and automated success plans
• Optimize the digital CS tech stack—including Gainsight CS/PX, automation tools, AI agents, LMS platforms, and community systems
• Lead change management efforts tied to digital transformation initiatives within the broader Customer Success organization
• Deploy AI-driven insights, nudges, and in-product guidance to accelerate customer engagement and reduce manual CS effort
• Collaborate with Community and Education teams to operationalize learning journeys, certifications, and peer-driven engagement
• Maintain operational rigor through standardized processes, documentation, governance, and change management

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees