Senior Manager, Customer Success Operations

Klaviyo is a company that empowers creators to own their destiny by making first-party data accessible and actionable. They are seeking a Senior Manager of Customer Success Operations to drive the operational engine behind digital and hybrid engagement models, partnering closely with various teams to optimize customer success processes.

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

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